TikTok Shop - Fulfillment Centers Operations Associate, Merchant Support

TikTok; Middlesex (NJ); On-site; USD 103,000 - 144,000; Full time

Job summary

TikTok is seeking a Fulfillment Center Operations Associate to support daily operations across U.S. Midwest/Southeast/South Region fulfillment centers.

You will manage inbound/outbound exceptions, coordinate with third-party logistics partners, and work cross-functionally to improve merchant and customer experiences while maintaining LSP relationships. The role requires a detail-oriented, solution-driven mindset and experience in warehouse operations.

Qualifications

• Experience in warehouse management, merchant success, or customer experience within a logistics framework, focusing on small and medium-sized one-piece dropshipping business.
• E-commerce logistics experience is preferred.
• Strong problem-solving skills with attention to detail.

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.

Skills

Warehouse management

Merchant success / customer experience

E-commerce logistics experience

Problem solving

Education

Bachelor's degree or above

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
• E-commerce logistics experience is preferred
• 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.

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

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

Job Information

【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $102600 - $143640 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

• 1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
• 2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems;
• 3. Exercising sound judgment.