The PM Specialist supports multiple customer accounts to ensure service reliability, operational efficiency, and customer satisfaction. This role assists with daily account management, service performance tracking, issue resolution, and continuous improvement initiatives. Working closely with internal teams and customers, the PM Specialist helps deliver high-quality logistics services, maintains strong customer relationships, and supports account retention and growth efforts.

Job Responsibilities

Customer Support & Relationship Management

• Serve as a primary contact for assigned customer accounts, ensuring prompt and professional responses to inquiries and issues.

• Support communication of service performance, visibility updates, and issue resolutions between customers and internal teams.

• Monitor customer satisfaction and service metrics, analyzing trends and identifying improvement areas.

• Assist in preparing reports and materials for customer business reviews.

• Communicate proactively regarding service impacts, escalations, and updates.
  

Service Quality & Operational Support

• Track and analyze operational and performance data to support service quality and efficiency improvements.

• Assist in developing and maintaining Standard Operating Procedures (SOPs) and Statements of Work (SOWs).

• Participate in service quality reviews and process improvement initiatives.

• Collaborate with internal teams (operations, transportation, IT, etc.) to resolve service issues.

• Ensure compliance with product and service standards to maintain service excellence.

Account Growth & Process Improvement

• Support customer retention by maintaining high service levels and responsiveness.

• Identify potential areas for service improvement and value-added opportunities.

• Share best practices and contribute ideas for continuous process and service enhancement.

Other Responsibilities

• Prepare reports, presentations, and documentation for both internal and customer use.

• Provide administrative and analytical support to the PM team.

• Perform other duties or projects as assigned by the manager.

Job Requirements

• Possess a Diploma or Bachelor’s Degree in Logistics & Supply Chain Management, Business Administration, or a related field

• Possess 1–2 years of experience in logistics operations, customer service, or account coordination.

• Experience supporting program or project management is an advantage.

• Display basic understanding of service parts logistics, contract logistics operations, and supply chain processes.

• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook); knowledge of MS Access, Project, or Visio is preferred.

• Strong communication and interpersonal skills for effective collaboration with customers and internal teams.

• Good analytical, problem-solving, and organizational abilities.

• High attention to detail with the ability to manage multiple priorities in a fast-paced environment.

• Team-oriented mindset with the ability to work independently and proactively.

• Strong sense of accountability and customer focus.

• Willingness to travel occasionally as required.