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