Job Description

Who We Are

At JINGDONG Logistics (JD Logistics), part of JD.com, we are a leading technology-driven supply chain and logistics solutions provider under JD.com. Built on deep expertise in automation, smart fulfilment, and data intelligence, we operate end-to-end logistics services that empower businesses and enhance customer experience. Our integrated networks span warehouse management, line-haul transportation, last-mile delivery, bulky items logistics, cold chain, and cross-border operations, ensuring speed, reliability, and precision at every stage.

Our Global Reach

JINGDONG Logistics has developed one of the most extensive logistics infrastructures in the world, managing more than 3,600 warehouses with over 34 million square meters of space. Our Global Smart Supply Chain Network combines highly automated warehousing with robust international transportation solutions, enabling seamless cross-border movement. Today, we operate 130+ bonded, direct mail, and overseas warehouses across 23 countries and regions, supported by our global brands, JoyLogistics and JoyExpress, as we continue scaling JD.com’s international logistics footprint.

Learn more about who we are and what we do: https://www.jingdonglogistics.com/

What We Offer

Joining JD Logistics means helping shape the future of global supply chain and logistics. You’ll work with smart warehousing, autonomous delivery, and innovative technology that keeps goods moving worldwide. With a competitive salary, great locations, and a supportive, people-first culture, you’ll have the space to take on meaningful challenges, grow your skills, and make a real impact in a fast-evolving industry.

About The Team

You’ll be joining the JINGDONG Logistics team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.

Job Summary

JD.com, Inc. is seeking a detail-oriented and proactive Service Operations Coordinator to support and optimize our customer service and operational processes. This role is crucial for ensuring efficient service delivery and enhancing the overall customer experience.

Job Responsibilities

• Coordinate and monitor daily service operations, ensuring adherence to established procedures and service level agreements (SLAs).
• Act as a central point of contact for internal teams (e.g., logistics, IT, customer service) to resolve operational issues and improve cross-functional collaboration.
• Track and analyze service performance metrics, identifying areas for improvement and reporting findings to management.
• Assist in the development and implementation of new service processes, tools, and systems.
• Manage and update operational documentation, including standard operating procedures (SOPs) and training materials.
• Handle escalated customer service inquiries and complex operational challenges, ensuring timely and effective resolution.
• Support the onboarding and training of new service operations team members.
• Participate in projects aimed at enhancing service efficiency and customer satisfaction.

Job Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 1-3 years of experience in a service operations, customer service, or administrative coordination role, preferably within an e-commerce or logistics environment.
• Strong organizational and time management skills with the ability to prioritize multiple tasks effectively.
• Excellent written and verbal communication skills in English; proficiency in Mandarin is a plus.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and experience with CRM or ticketing systems.
• Demonstrated problem-solving abilities and a proactive approach to identifying and resolving issues.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• A strong customer-centric mindset and commitment to delivering high-quality service.

At JINGDONG Logistics, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.

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