Logistics Service & Experience Specialist (Indonesia E-Commerce) - TikTok Shop
Responsibilities
About the Team
Logistics Service Excellence (LSE) is a global team that acts as a bridge between TikTok Shop Logistics teams and Customer Service (CS). We act as Subject Matter Experts for the Customer Service team for logistics-related issues, cooperating with them on a number of initiatives to ensure they are able to correctly and efficiently handle logistics issues (SOPs, training, coaching, new launch support). On the logistics-side, we bring buyer/seller insights to our business and product teams, and advocate for the best possible user experience with our platform and services.
Responsibilities:
- Act as a liaison between product teams, operations teams, and customer service, ensuring seamless integration of policy changes based on customer feedback and operational requirements
- Serve as an escalation point for CS for logistics-related issues
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- Responsible for conducting weekly/monthly reports and case studies on customer service issues and developing actionable solutions to enhance service quality and efficiency
- Help establish standard processes, and create SOPs, Training, and Help content documentation related to our logistics issues and products for our team and CS
- Lead projects - develop plans, facilitate meetings, coordinate cross-functional stakeholders, manage project timeline
- Work closely with a number of internal and external stakeholders to deliver various projects, or to escalate pending issues (CS, logistics teams, logistics service providers, product and business teams, data analytics)
- Collaborate closely with logistics teams to manage and submit claims, ensuring all parties are aligned and informed throughout the claims process
- Proactively identify improvement opportunities to enhance project outcomes
Qualifications
Minimum Qualifications:
- Bachelor's degree or above, with at least 5 years of experience in logistics fulfillment or customer service.
- 3-5 years of experience in program or project management within the E-commerce or logistics service provider industry, ideally involving collaboration with logistics vendors and customer/seller support operations.
- Strong understanding of end-to-end logistics processes, with proven experience in driving user experience improvements or contact reduction initiatives, and delivering measurable results.
- Demonstrated experience working with cross-functional teams, aligning multiple stakeholders, and influencing outcomes without direct authority.
- Advanced proficiency in data analysis and using dashboards to track, monitor, and interpret trends effectively.
- Willingness to travel up to 25% of the time.
- Fluent in English, both written and spoken.
Preferred Qualifications:
- Strong adaptability to ambiguity and rapidly changing priorities.
- Prior experience in logistics and operations, with a strong understanding of warehouse functions and operational workflows.
- Hands-on experience in developing process maps, SOPs, and supporting documentation.
- Background working in a large international organization with a diverse workforce.
- Experience in managing relationships with logistics vendors.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.