Shop - Fulfillment Centers Operations Associate, Merchant Support

Team Overview:

Tik Tok 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.

Requirements:

• 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.