Senior Logistics Analyst

About the opportunity Arqia, a Wireless Logic Group company and a global leader in M2M connectivity and the Internet of Things (IoT), is looking for a Logistics Specialist to work in a dynamic, collaborative environment, with a strong focus on customer service excellence and operational/logistics support. This professional will support administrative and logistics routines, ensuring SLA compliance, process organization, and customer support, as well as handling order flows, inventory, purchasing, and CRM-based service management. Key responsibilities Provide customer service and support via phone, chat, and Zendesk, including triage and ticket logging Manage customer relationships according to support levels and SLAs Support SIM orders, supply chain activities, and track deliveries, deadlines, and shipping status Control and monitor local SIM inventory levels Create and manage Purchase Orders (POs) with suppliers in accordance with internal procurement policies Perform operational tasks in SIMPro (activations, cancellations, blocks, password resets, and new SIM setup) Support service fulfilment activities (COO, migrations, and TCRs) Analyze usage data, identify anomalies, and initiate resolution actions Support customer onboarding and training (demos and enablement sessions) Maintain accurate system records, ensuring quality and SLA alignment Support new product readiness (processes, guidelines, training sessions, and materials) Escalate and follow up on unresolved issues with internal teams (technical support, billing, and sales) Work during hypercare periods, support specific case analysis (low CSAT/escalations), and implement Continuous Improvement (CI) initiatives Perform additional tasks as required Desired experience Minimum of 3 years in Customer Service / Service Desk / Customer Support Experience with logistics, purchasing, contracts, suppliers, and administrative routines Knowledge of international logistics, import/export processes, and customs clearance in Mexico Experience in telecom, technology, or IoT is a plus Requirements Bachelor’s degree in Logistics, Business Administration, International Trade, or related fields Advanced English and Spanish (written and verbal communication) Strong organizational skills, attention to detail, and time management Ability to handle multiple tasks simultaneously (tickets, chat, and calls) Proficiency in Excel, Word, and PowerPoint Experience with ERP and CRM systems Location: Mexico City, Mexico Work schedule: 40 hours per week (Monday to Friday) Why work with us? Fast-growing company with an entrepreneurial mindset International environment with strategic operations in IoT Full training, continuous support, and career development opportunities A culture that genuinely values and respects people