Logistics Service Excellence Specialists - USDS

Responsibilities

About TikTok U.S. Data Security
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Team Intro
Supply Chain and Logistics organization aims to provide better products, experience, delivery costs, strengthen industrial supply chain capabilities, and enhance platform reputation and long-term value. We are looking for a talented and experienced specialist to join the USDS Logistics team as a Logistics Service Excellence (LSE) specialist. The ideal candidate is passionate about develop plans and manage projects, and thrives in a fast-paced start-up environment. They have a background in eCommerce logistics customer service and experience, experience working with global cross functional teams, and have excellent written & communication skills. They can proactively identify improvement opportunities to enhance project outcomes in an ambiguous environment

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities
- 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
- 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
- 2+ years of experience with customer service in E-commerce or logistics companies
- Experience driving user experience improvement or contact reduction projects, delivering quantifiable results
- Experience working with cross-functional teams, driving alignment with multiple stakeholders and influencing without authority
- Ability to adapt to ambiguity and quickly changing priorities

Preferred Qualifications
- Prior experience in logistics and operations, with a strong understanding of warehouse functions and knowledge of operational workflows
- Experience creating process maps, SOP, and other supporting documentation
- Experience working in a large international organization with a diverse workforce

D&I Statement
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.

Accommodation Statement
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://shorturl.at/ktJP6

Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.