TikTok Shop - Fulfillment Centers Operations Associate, Merchant Support

TikTok; Carol Stream (IL); On-site; USD 52,000 - 72,000; Full time

Job summary

TikTok Shop's Supply Chain & Logistics is seeking a Fulfillment Center Operations Associate to support daily operations across our U.S. Midwest/Southeast/South Region fulfillment centers. You will manage inbound/outbound exceptions, coordinate with third-party logistics partners, and drive improvements in merchant and customer experiences.

The ideal candidate has warehouse operations experience, strong attention to detail, and a track record of cross-functional collaboration to meet SLA targets.

Qualifications

• Bachelor’s degree or higher.
• Experience in warehouse management or logistics.
• Detail-oriented with strong problem-solving skills.

Responsibilities

• Manage daily inbound and outbound exceptions for Midwest/Southeast/South Region fulfillment centers.
• Work closely with merchant and quality teams to resolve issues within SLA targets.
• Partner with site managers and LSP POC to improve SOPs and KPIs.
• Collaborate cross-functionally to gather feedback and identify process improvements.
• Assist in designing and refining SOPs to enhance merchant experience.
• Monitor site returns dwells and resolve within SLA.
• Analyze site performance metrics to ensure service levels are met.
• Daily on-site supervision and addressing site issues.

Skills

Problem solving

Attention to detail

Warehouse management

Merchant success

Customer experience

Cross-functional collaboration

Education

Bachelor’s degree

Job description

Responsibilities

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 dwells 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.

Qualifications

Minimum Qualifications

• 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 business
• Strong problem-solving skills with attention to detail.

Preferred Qualifications

• Experience in retail e-commerce logistics in warehouse setting
• Proven success in a fast-paced operational environment.
• Track record of effective collaboration with cross-functional teams.
• E-commerce logistics experience is preferred

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok Accommodation

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request