Senior Logistics Analyst
hace 1 día
About the opportunityArqia, 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 responsibilitiesProvide customer service and support via phone, chat, and Zendesk, including triage and ticket loggingManage customer relationships according to support levels and SLAsSupport SIM orders, supply chain activities, and track deliveries, deadlines, and shipping statusControl and monitor local SIM inventory levelsCreate and manage Purchase Orders (POs) with suppliers in accordance with internal procurement policiesPerform 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 actionsSupport customer onboarding and training (demos and enablement sessions)Maintain accurate system records, ensuring quality and SLA alignmentSupport 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) initiativesPerform additional tasks as requiredDesired experienceMinimum of 3 years in Customer Service / Service Desk / Customer SupportExperience with logistics, purchasing, contracts, suppliers, and administrative routinesKnowledge of international logistics, import/export processes, and customs clearance in MexicoExperience in telecom, technology, or IoT is a plusRequirementsBachelor's degree in Logistics, Business Administration, International Trade, or related fieldsAdvanced English and Spanish (written and verbal communication)Strong organizational skills, attention to detail, and time managementAbility to handle multiple tasks simultaneously (tickets, chat, and calls)Proficiency in Excel, Word, and PowerPointExperience with ERP and CRM systemsLocation: Mexico City, MexicoWork schedule: 40 hours per week (Monday to Friday)Why work with us?Fast-growing company with an entrepreneurial mindsetInternational environment with strategic operations in IoTFull training, continuous support, and career development opportunitiesA culture that genuinely values and respects people
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