Job Description

Job Description – Logistics PMO Position: Logistics PMO Analyst / Specialist Department: Logistics / Supply Chain / Customer Service Experience: 5–8 years (adjustable based on requirements) Role Type: 6 months rolling contract Japanese : N3 1. Role Overview We are looking for an experienced Logistics PMO professional with strong project management, process governance, and operational coordination skills, preferably with experience in Logistics, Customer Service, and After-Sales Operations. The candidate will be responsible for coordinating and monitoring logistics-related projects and business initiatives, driving process improvements, tracking operational performance, and ensuring effective governance across logistics and after-sales service functions. The ideal candidate should have a good understanding of logistics and supply chain operations, particularly customer service processes, order management, delivery coordination, returns management, reverse logistics, and after-sales support. 2. Key Responsibilities A. PMO & Project Governance Manage and coordinate logistics and after-sales-related projects and initiatives. Develop and maintain project plans, timelines, milestones, deliverables, and action trackers. Monitor project progress and ensure timely completion of milestones. Maintain RAID logs (Risks, Assumptions, Issues, and Dependencies). Establish project governance, reporting frameworks, and review mechanisms. Prepare project status reports, dashboards, and management presentations. Coordinate project review meetings and track action items to closure. B. Logistics & Supply Chain Operations Coordinate projects and process improvements across logistics and supply chain functions. Understand logistics operations, including order processing, shipment tracking, transportation, warehousing, and delivery management. Monitor logistics processes and identify operational bottlenecks and improvement opportunities. Coordinate with warehouse, transportation, distribution, and supply chain teams. Track logistics-related project deliverables, dependencies, and operational readiness. Support initiatives related to logistics optimization, service improvement, and cost efficiency. C. Customer Service & After-Sales Operations Coordinate projects involving customer service and after-sales support functions. Understand customer service processes, including: Customer query and complaint management. Order status and delivery-related customer communication. Product returns and reverse logistics. Warranty and repair coordination. Service request and ticket management. Replacement and exchange processes. Escalation management and customer issue resolution. Track initiatives aimed at improving customer experience and service delivery. Monitor operational KPIs such as turnaround time (TAT), resolution time, SLA adherence, customer satisfaction (CSAT), and complaint closure rates. Coordinate with customer service, logistics, service operations, and business teams to resolve process-related challenges. D. Process Improvement & Operational Excellence Identify process gaps across logistics and after-sales operations. Drive process standardization, documentation, and implementation of best practices. Coordinate continuous improvement initiatives to enhance operational efficiency and customer experience. Support process mapping, root cause analysis, and corrective action tracking. Monitor implementation of process improvement initiatives and measure their effectiveness. E. Reporting & Performance Management Develop and maintain project and operational performance dashboards. Track key metrics related to logistics, customer service, and after-sales operations. Prepare weekly, monthly, and quarterly management reports. Analyze operational data to identify trends, service gaps, and performance issues. Provide management visibility into project progress, operational performance, and key risks. F. Stakeholder & Vendor Management Coordinate with logistics teams, customer service teams, warehouse operations, transportation partners, and external vendors. Facilitate cross-functional meetings and ensure alignment between stakeholders. Track vendor deliverables, service commitments, and agreed timelines. Ensure timely communication and escalation of critical issues. 3. Required Skills & Competencies Skill Area Expected Competency PMO Experience Project planning, governance, tracking, reporting and coordination Logistics Knowledge Transportation, warehousing, distribution and shipment management Customer Service Customer query, complaint, escalation and resolution management After-Sales Operations Warranty, repairs, returns, replacements and service coordination Supply Chain Order management, delivery tracking and reverse logistics Process Management Process mapping, SOPs, standardization and continuous improvement Project Controls Milestone tracking, RAID management and action closure Operational KPIs SLA, TAT, CSAT, turnaround time and service performance Reporting & Analytics Advanced Excel, PowerPoint, dashboards and MIS Tools MS Excel, Power BI, MS Project, Jira, SAP, Salesforce or equivalent Stakeholder Management Cross-functional coordination and vendor management 4. Educational Qualifications Bachelor's degree in Supply Chain Management, Logistics, Business Administration, Engineering, or a related discipline. MBA in Operations / Supply Chain Management is an added advantage. PMP, PRINCE2, Lean Six Sigma, or equivalent certifications are desirable. 5. Ideal Candidate Profile The ideal candidate should: Have prior experience in PMO, project coordination, or project management within a logistics or supply chain environment. Possess practical knowledge of customer service and after-sales operations. Understand end-to-end logistics processes, including order fulfilment, delivery, returns, and reverse logistics. Have experience tracking operational KPIs, SLAs, service performance, and project deliverables. Be capable of coordinating across logistics, customer service, warehouse, and service operations teams. Demonstrate strong analytical, reporting, stakeholder management, and problem-solving skills. Have experience driving process improvements and operational efficiency initiatives. 6. Recommended Candidate Evaluation Matrix Competency Weightage PMO / Project Management Experience 30% Logistics / Supply Chain Domain Knowledge 25% Customer Service & After-Sales Experience 20% Process Improvement & Operational Excellence 10% Reporting & Data Analytics 10% Stakeholder & Vendor Management 5% 7. Key Hiring Differentiator The focus should be on hiring a PMO professional who understands logistics operations and has exposure to customer service and after-sales processes , rather than a generic PMO or a pure logistics operations executive. The candidate should be able to bridge the gap between project governance and business operations, translating operational challenges into structured projects, tracking improvement initiatives, and providing management visibility into delivery performance. Suggested target candidate profiles: Logistics PMO / Supply Chain PMO. Customer Service PMO. After-Sales Operations PMO. Logistics Project Coordinator with strong governance experience. Business Operations PMO with logistics and service delivery exposure. My recommendation: Make PMO experience mandatory and Logistics + Customer Service / After-Sales domain knowledge a strong requirement. This will help attract candidates who can manage both project governance and business process improvement effectively.