Project Manager Customer Service

Our client is a rapidly growing medical logistics organization that recently expanded into a 60,000-square-foot Aurora, Illinois facility, tripling its operational footprint. The company provides time-sensitive medical courier and cold-chain logistics services for diagnostic, research, and life-sciences customers.

The Project Manager will lead operational and customer-focused initiatives that support the company’s continued growth, strengthen logistics performance, and deliver a high-quality customer service experience.

Key Responsibilities

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• Lead end-to-end project management for logistics, transportation, cold-chain, technology, facility, and customer implementation initiatives.
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• Develop and manage project scopes, timelines, budgets, work plans, milestones, resource needs, risks, and measurable success metrics.
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• Coordinate cross-functional teams across logistics, warehouse operations, sales, finance, leadership, and customer service to ensure projects are delivered on time and aligned with customer expectations.
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• Manage projects supporting courier-network growth, including medical couriers, Sprinter vans, passenger vehicles, and small-fleet operations; this role does not focus on long-haul freight or tractor-trailer transportation.
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• Support transportation-vendor onboarding, performance management, and implementation activities involving medical courier partners, FedEx, UPS, USPS, and commercial airline providers.
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• Lead route-optimization, network-design, capacity-planning, and cost-improvement projects that improve delivery speed, service reliability, profitability, and geographic coverage.
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• Manage new-customer implementations, including project kickoff, operational readiness, shipping-program setup, communication plans, service-level requirements, and coordination with customer service teams.
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• Partner with operations and facilities teams to improve cold-chain logistics processes, including temperature-controlled shipping, packaging, shipment monitoring, chain-of-custody procedures, and issue resolution.
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