3PL Carrier Transport Specialist

The 3PL Carrier Operations Coordinator is responsible for supporting the day-to-day management of third-party carriers, with a primary focus on tracking and closing outstanding forward and reverse logistics cases. This role is expected to monitor shipment status, identify orders that have not been fully closed in the system or operationally, follow up with carriers and internal stakeholders, and drive issues through to resolution. The aim is to improve operational visibility, exception handling efficiency, and overall customer experience. Key Responsibilities 1. Forward Shipment Exception Tracking Monitor forward orders handled by third-party carriers and follow up on shipments that have not been completed as expected. This includes, but is not limited to:

• Missing first scan / delayed first scan
• Tracking not updated
• Delivery exceptions
• Failed delivery attempts
• Delayed delivery
• Proof of delivery or status inconsistencies
• Orders operationally completed but not system-closed
Liaise with carriers to obtain updates, request investigation, push for tracking updates where needed, and ensure outstanding cases are followed through to closure. 2. Reverse Logistics Exception Tracking Track reverse logistics and return orders that remain open or incomplete. This includes cases such as:
• Customer drop-off completed but no further tracking movement
• Return parcel delayed in transit
• Return not received by warehouse within expected timeline
• Parcel received physically but not closed in system
• Return cases requiring confirmation before refund or further processing
Coordinate with carriers, warehouse teams and relevant internal stakeholders to ensure reverse orders are properly investigated and closed. 3. Exception Escalation and Follow-up Identify cases that require escalation, such as repeated carrier delays, unresponsive carriers, suspected loss, damage, delivery disputes, or recurring service failures. Escalate issues in a timely manner and support the collection of relevant case details for further action, including service review, accountability tracking or claims support where applicable. 4. Daily Tracker and Data Maintenance Maintain accurate logs and trackers for outstanding cases, including issue type, ageing, action taken, owner, latest status and closure result. Prepare regular reports or summaries on open cases, ageing exceptions and closure progress to support daily operational management. 5. Cross-functional Coordination Work closely with Customer Experience, Warehouse, Transport, Retail, After-sales and other relevant teams to align on shipment status, exception handling and closure outcome. Ensure information is communicated clearly and consistently to avoid duplicated effort or missed follow-up. 6. SOP Compliance and Process Improvement Support Follow existing standard operating procedures for exception handling and case follow-up. Provide feedback on recurring issues and process gaps, and support continuous improvement in carrier management, exception tracking and case closure processes.


• College diploma or above; degree in Logistics, Supply Chain, Business Administration, E-commerce or a related field is preferred
• Previous experience in logistics operations, carrier management, transport exception handling, after-sales support or e-commerce fulfilment is preferred
• Strong sense of ownership and follow-through, with the ability to keep chasing issues until closure
• Good communication and coordination skills, with the ability to work effectively with both external carriers and internal teams
• Detail-oriented, with the ability to manage trackers, monitor status changes and handle a high volume of operational cases
• Good Excel or spreadsheet skills for daily tracking and reporting
• Able to work in a fast-paced operational environment with a strong focus on timeliness and execution
Preferred Qualifications
• Experience working with parcel carriers such as DPD, Royal Mail, Evri, UPS or DHL
• Experience in forward delivery operations, reverse logistics or returns management
• Familiarity with shipment milestones, tracking events and common transport exception scenarios
Key Performance Indicators
• Timeliness of follow-up on open forward cases
• Timeliness of follow-up on open reverse cases
• Case closure rate
• Number of overdue outstanding cases
• Accuracy of case tracker and reporting
• Escalation timeliness for critical carrier issues
  
  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

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.