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 team, 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
- Support the Brazil market as we grow our TTS presence
- Ability to travel (~25% of time)
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