TikTok Shop - Logistics Service Excellence Expert

Responsibilities

About the team
We are looking for a Logistics Service Excellence Expert to join our global logistics team, responsible for continuously improving the customer and seller logistics experience in the UK. Logistics Service Excellence (LSE) is a global team that provides cross-functional support between the TikTok Shop Logistics team and Service & Moderation Team. We act as subject matter experts for the customer service team for logistics-related issues through providing new launch support, knowledge sharing, process creation, and satisfaction analysis. On the logistics side, we prepare buyer and seller insights to key stakeholders in the business, operation, and product teams, advocating for the best possible user experience with our platform and services.

Responsibilities
- Act as a liaison between product teams and CS, ensuring seamless integration of policy changes based on customer feedback and operational requirements
- Serve as an escalation point for CS for logistics related issues
- 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 experience 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, 5+ years experience in e-commerce logistics fulfillment experience or customer service operations
- Fluent in English; proficient in other European languages
- Experience creating proactive and continuous improvement, delivering quantifiable results
- Comfortable working with cross-functional teams, driving alignment with multiple stakeholders and influencing without authority through strong communication and coordination skills
- Advanced knowledge of working with data and utilizing dashboards to track and analyze trends effectively
- Self-motivated attitude with strong attention to detail who strives in a fast-paced business

Preferred Qualifications
- Working knowledge of platform logistics processes.
- Able to handle disputes and escalations in a neutral data-driven manner.
- Ability to contribute to logic driven process maps, SOPs, and other supporting documentation
- A proactive and customer-centric attitude, with the ability to work independently and as part of a team.