Senior Logistics Analyst

hace 4 días

Ciudad Juárez, México Wireless Logic Ltd A tiempo completo

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

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