Logistics Service Account Management Coordinator

Location: London

Team: Logistics Excellence

About the Team

The Logistics Excellence team plays a key role in supporting TikTok Shop’s fast-growing seller base. The team works with some of the platform’s highest-performing sellers to ensure a seamless logistics experience — managing claims, deliveries, and escalations across multiple regions.

Role Overview

The Logistics Service Account Management Coordinator supports a portfolio of high-value sellers, acting as their main contact for logistics-related matters. The role focuses on proactive communication, coordination with internal teams, and maintaining operational efficiency for seller accounts.

You will be responsible for resolving complex issues on behalf of sellers, tracking and escalating cases as required, and ensuring resolution is achieved quickly and effectively.

Responsibilities

• Act as the main point of contact for assigned sellers on logistics operations and related issues.
• Manage day-to-day communication via internal systems and tools (e.g. Lark).
• Raise tickets on behalf of sellers and ensure issues are resolved within agreed timelines.
• Liaise with internal teams such as logistics, customer service, and operations to resolve escalations.
• Record and monitor cases, tracking progress and identifying recurring issues.
• Build and maintain trackers and feedback mechanisms to improve team efficiency.
• Communicate updates and outcomes to sellers in a clear and professional manner.
• Contribute to process improvement and best practice sharing within the team.

Qualifications and Skills

• Strong written communication and organisational skills.
• Experience in customer service, logistics, or operational support roles.
• Ability to manage multiple tasks and work under pressure with attention to detail.
• Confident problem-solver who takes ownership of issues until resolved.
• Proficient in using multiple digital tools or CRM-style systems.
• Basic understanding of eCommerce shipping and warehousing is an advantage.
• Team player with a proactive and adaptable mindset.

This role offers the opportunity to gain exposure to TikTok’s logistics ecosystem and contribute to a rapidly growing function within the business. The team culture is collaborative, supportive, and focused on delivering an excellent experience for sellers.