TikTok Shop - Fulfillment Centers Operations Associate, Merchant Support

Description

Team Overview
TikTok Shop's Supply Chain & Logistics is looking for a Fulfillment Center Operations Associate to support daily operations across our U.S. Midwest/Southeast/South Region fulfillment centers. This role focuses on managing inbound/outbound exceptions, coordinating with third-party logistics partners and internal cross-functions, and fostering efficient communication channels to enhance both merchant and customer experiences while maintaining LSP relationships. The ideal candidate is detail-oriented, solution and results-driven, and experienced in warehouse operations.

Key Responsibilities
- Manage daily inbound and outbound exceptions for Midwest/Southeast/South Region fulfillment centers
- Work closely with merchant team and quality team to resolve merchant or logistics issues within SLA targets.
- Partner with TT site managers and LSP POC to improve SOPs and achieve KPIs related to exception handling.
- Collaborate cross-functionally to gather merchant and LSP feedback and identify process improvement opportunities.
- Assist in designing and refining operational SOPs to enhance merchant experience. Assist to streamline and expedite current process
- Monitor each site's returns dwell times and process. Collaborate cross-functionally to resolve within SLA.
- Monitor and analyze site performance metrics to ensure service levels are met or exceeded.
- Daily on-site supervision, monitoring the issues identified in the site.

Requirements

Minimum Qualification(s)
- Bachelor’s degree or above.
- Experience in warehouse management, merchant success, or customer experience within a logistics framework, focusing on small and medium-sized one-piece dropshipping businesses
- Strong problem-solving skills with attention to detail.

Preferred Qualification(s)
- e-Commerce logistics experience is preferred
- Experience in retail e-Commerce logistics in a warehouse setting
- Proven success in a fast-paced operational environment.
- Track record of effective collaboration with cross-functional teams.