[CLS] Senior Customer Experience Specialist [L4/L5](Quickflex CX)

The role

The Quickflex CX team analyzes customer experience and operational issues in the Last Mile journey using data. This person will identify causes and solutions, monitor operational issues, and improve processes using SQL and automation tools.

What you will do

• Analyze CX and operational issues in delivery and return processes based on data.
• Use SQL to analyze key operational metrics and quality issues to find improvement opportunities.
• Perform efficiency and automation for repetitive data processing, verification, and reporting tasks.
• Support operational process and policy improvements based on analysis results.
• Execute major operational tasks and projects in collaboration with related organizations.

Required qualifications

• 3 or more years of experience in logistics planning, operation, or data analysis.
• Ability to extract and analyze data using SQL.
• Ability to identify causes of problems and propose improvement plans based on data.
• Experience performing related projects or operational improvement tasks.
• Ability to collaborate and communicate smoothly with related organizations.

Nice to have

• Experience in business improvement using automation tools such as Python.
• Experience in logistics data analysis or logistics process improvement.
• Experience in configuring and managing data-based metrics or reports.
• Experience in utilizing new technologies such as AI for work.

Before you apply

• This posting is exclusively for internal employees.
• Complete the attached Internal Transfer Request Form and submit via Coupang email address.
• Employment may be restricted if legal qualifications for recruitment and work performance are not met.
• Hiring may be canceled if there are false statements in the application.

About the company

CLS (Coupang Logistics Services) is a logistics specialist subsidiary of Coupang providing comprehensive services including parcel delivery, freight transport, and warehousing. It completes Coupang's Rocket Delivery by providing optimal delivery services through delivery camps, Coupang Friends, and nationwide parcel business offices.