Merchant Support Specialist – Supply Chain Logistics

Job Description

Merchant Support Specialist Graduate (Supply Chain and Logistics-Fulfillment Centers Operations) – 2027 Start | TikTok

The Tone:
This is a full-time, graduate-level role at TikTok, a global organization that is the leading destination for short-form mobile video. This position is vital for improving the overall delivery experience and minimizing costs within Fulfillment by TikTok (FBT) operations. The role supports the creation of a seamless FBT product solution by ensuring efficient operations and a productive work environment. By focusing on merchant and logistics issue resolution, this specialist directly contributes to TikTok Shop’s mission.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: In-person, US Regional (Midwest/Southeast/South)
• Pay: $70304–$115200 yearly
• Team: TikTok Shop’s Supply Chain & Logistics
• Mission: Improve delivery experience while minimizing costs from Fulfillment by TikTok (FBT) via seamless integrated FBT product solution and operation.

What You’ll Actually Do
• Manage Exceptions: Manage daily inbound and outbound exceptions for fulfillment centers across the Midwest, Southeast, and South Regions.
• Resolve Issues: Work closely with the merchant and quality teams to resolve merchant or logistics issues within defined Service Level Agreement (SLA) targets.
• Improve Operations: Partner with TikTok site managers and Logistics Service Provider (LSP) points of contact to improve Standard Operating Procedures (SOPs) and achieve Key Performance Indicators (KPIs) related to exception handling.
• Enhance Experience: Collaborate cross-functionally to gather merchant and LSP feedback, identify process improvement opportunities, and assist in designing and refining operational SOPs to enhance merchant experience.
• Monitor Performance: Monitor each site’s returns dwell times and processes, collaborate cross-functionally to resolve issues within SLA, and analyze site performance metrics to ensure service levels are met or exceeded.

The Must-Haves
• Background: Individuals who are completing or have recently completed a Bachelor’s degree in Business, Logistics, Operations, Engineering, or a related discipline.
• Experience: Entry-level experience, with a track record of effective collaboration with cross-functional teams in an operational environment.
• Skills: Strong problem-solving skills with attention to detail.
• Bonus: Experience in retail e-commerce logistics, particularly within a warehouse setting.