Cainiao Network

Develop and implement robust quality assurance processes and standards tailored to last-mile delivery operations, ensuring regulatory compliance and industry best practices.. Monitor key performance indicators (KPIs) for last-mile delivery quality, including timeliness, package condition, and customer satisfaction metrics.. Manage relationships with last-mile delivery providers and courier partners to maintain delivery service quality and reliability.. Minimum of 2 years of experience in quality management, key account management, or last-mile delivery operations, preferably in the e-commerce or logistics industry.. Deep understanding of last-mile delivery operations, including courier management, route optimization, and customer delivery experience.

key account specialist

Job Summary: We are seeking a highly motivated and experienced Quality & Key Account Specialist to join our dynamic Last-Mile Operation team at Cainiao Group.The ideal candidate will be responsible for ensuring the highest standards of quality in our last-mile operations while also managing key client accounts to drive business growth and customer satisfaction. Qualifications:Quality Management:<ul><li>Develop and implement robust quality assurance processes and standards tailored to last-mile delivery operations, ensuring regulatory compliance and industry best practices.</li><li>Conduct thorough quality audits of last-mile delivery routes, vehicles, and couriers' Proof of Delivery (POD) to optimize efficiency and identify improvement opportunities.</li><li>Collaborate with Delivery Service Partner (DSP) teams to implement corrective actions promptly, enhancing the overall customer delivery experience.</li><li>Monitor key performance indicators (KPIs) for last-mile delivery quality, including timeliness, package condition, and customer satisfaction metrics.</li></ul> Key Account Management:<ul><li>Act as the primary contact for key client accounts in the last-mile delivery segment, fostering strong partnerships and understanding unique delivery requirements.</li><li>Develop customized last-mile logistics solutions, optimizing routes, implementing real-time tracking, and enhancing delivery flexibility.</li><li>Ensure seamless project execution and proactively address client concerns to maintain satisfaction.</li><li>Identify opportunities to expand service offerings and upsell additional solutions to drive revenue growth.</li></ul> Supplier Relationship Management:<ul><li>Manage relationships with last-mile delivery providers and courier partners to maintain delivery service quality and reliability.</li><li>Conduct regular assessments of partners to ensure adherence to quality standards and service level agreements.</li><li>Collaborate with partners to implement continuous improvement initiatives and address quality issues, driving operational excellence.</li></ul> Data Analysis and Reporting:<ul><li>Utilize data analytics to analyze last-mile delivery operations, identify trends, and optimize performance.</li><li>Prepare comprehensive reports for internal stakeholders and clients, highlighting delivery performance and actionable recommendations for improvement.</li></ul> Qualifications:<ul><li>Bachelor's degree in business, logistics, supply chain management, or a related field. Master's degree preferred.</li><li>Minimum of 2 years of experience in quality management, key account management, or last-mile delivery operations, preferably in the e-commerce or logistics industry.</li><li>Deep understanding of last-mile delivery operations, including courier management, route optimization, and customer delivery experience.</li><li>Proven track record of successfully managing key client accounts and driving business growth through the development of tailored logistics solutions.</li><li>Exceptional communication, negotiation, and interpersonal skills, with the ability to build strong relationships with clients and delivery partners.</li><li>Strong analytical skills with proficiency in data analysis tools and logistics management software.</li><li>Self-motivated and results-oriented, with the ability to thrive in a fast-paced and dynamic environment.</li></ul>

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