Logistics Service

22 hours ago

Jakarta, Jakarta, Indonesia TIKTOK PTE LTD (TIKTOK) Full time

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
  • 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.

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