TikTok Shop - Logistics Service Expert - Indonesia

TikTok
Jakarta
Workplace: OnsiteFull timeFunction: Supply Chain & LogisticsSkills: ["Cross-functional collaboration","Stakeholder management","Problem solving","Data analysis","Adaptability"]

Own logistics service excellence for TikTok Shop by partnering with Customer Service and Logistics teams to improve seller-facing logistics support. Drive service delivery outcomes by defining standard processes, creating SOPs and training, and analyzing customer inquiry data to uncover improvement opportunities. Coordinate cross-functional projects, serve as an escalation point, and produce help content and documentation to raise CSAT and resolution rate.

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FursaFursa
TikTok
TikTok
1 month ago

TikTok Shop - Logistics Service Expert - Indonesia

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Own logistics service excellence for TikTok Shop by partnering with Customer Service and Logistics teams to improve seller-facing logistics support. Drive service delivery outcomes by defining standard processes, creating SOPs and training, and analyzing customer inquiry data to uncover improvement opportunities. Coordinate cross-functional projects, serve as an escalation point, and produce help content and documentation to raise CSAT and resolution rate.
Location: Jakarta
Workplace: Onsite
Employment Type: Full time
Job Function: Supply Chain & Logistics

Key Responsibilities

  • •Improve service delivery metrics such as CSAT and resolution rate by establishing standard processes, creating SOPs and training, and producing weekly reports and case studies.
  • •Act as a liaison between product, operations, and Customer Service to ensure policy changes are integrated based on feedback and operational requirements.
  • •Conduct experience insight analysis using customer inquiry data and case deep dives to identify improvement opportunities for the seller logistics experience.
  • •Lead cross-functional projects by developing plans, facilitating meetings, coordinating stakeholders, and managing project timelines.
  • •Serve as an escalation point for CS on logistics issues and create help content and documentation related to logistics problems and products.

Key Requirements

  • •Customer service or experience improvement background with extensive program/project management experience in e-commerce or logistics service providers.
  • •Understand the end-to-end logistics process and have driven user experience improvement or contact reduction programs/projects with quantifiable results.
  • •Experience working with cross-functional teams, aligning stakeholders, and influencing without authority.
  • •Advanced data skills, including using dashboards to track and analyze trends effectively.
  • •Ability to adapt to ambiguity and changing priorities, speak English fluently, and travel.
Experience:E-commerceLogisticsCustomer serviceInternational organization
Skills:Cross-functional collaborationStakeholder managementProblem solvingData analysisAdaptability
Languages:English

Company Brief

TikTok
Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.
Industry: Digital Media
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Singapore, Singapore
Founded: 2016
WebsiteLinkedIn