Step into the world of endless possibilities with JD.COM—one of the largest and most innovative e-commerce platforms globally and a #47 Fortune 500 company.
We are seeking a Delivery Manager with strong experience in after-sales service (installation of household items) and site management to oversee the daily operations of our e-commerce delivery service network. Ideal candidates will have a background in home appliance e-commerce, with a hands-on understanding of customer support, installation KPIs, and issue resolution processes.
Key Responsibilities:
1. Site Management & KPI Execution
* Manage and monitor service station operations, ensuring installation KPIs and service standards are consistently met.
* Oversee technician scheduling, route planning, and task execution to optimize efficiency.
2. Customer Issue Handling
* Handle escalations and customer complaints related to installation, repairs, and delivery.
* Coordinate with internal teams and external partners to resolve service anomalies promptly and professionally.
3. System Operations
* Independently operate the company’s service or logistics management systems.
* Maintain accurate service records, monitor real-time data, and ensure process compliance.
Requirements:
* 2+ years of experience in after-sales or service network management.
* Strong knowledge of home appliance service operations, including delivery, installation, and maintenance workflows.
* Familiarity with e-commerce after-sales models and operational platforms.
* Ability to manage field teams and troubleshoot customer service challenges.
* Mandarin Chinese language skills preferred.
Preferred Candidate Profile:
✅ Background in home appliance or electronics industry
✅ Strong communication and coordination skills
✅ Self-driven, organized, and solution-oriented