MX Air Operations Customer Service Representative (CSR)

Our Vision

Buckland develops enduring relationships with our customers and partners throughout the general supply chain. We strive to provide customized services in a memorable way.

The Role

The MX Air Operations Customer Service Representative (CSR) is responsible for the end-to-end management and daily coordination of an assigned customer portfolio within Air Operations, serving as the primary operational point of contact between the customer, Buckland, and the different parties involved in the operation.

The primary responsibility of the CSR is to ensure that customer needs, priorities, and operational requirements are addressed in a timely, proactive, and effective manner, while maintaining continuous visibility of their operations and ensuring compliance with established response times, Service Level Agreements (SLAs), Standard Operating Procedures (SOPs), and customer commitments.

The CSR has end-to-end ownership of the operations within the assigned customer portfolio,



from receipt of the pre-alert through customs clearance, delivery, operational closure, and billing readiness. To achieve this, the CSR coordinates the different operational teams and service providers involved, including the Customs Broker (AA) office, airlines, bonded warehouses, ground handling agents, transportation providers, and internal Buckland teams.

The position requires close, professional, and proactive communication with customers, providing timely updates, addressing requests and priorities, anticipating potential service impacts, and immediately communicating any risks, delays, or deviations that may affect the operation.

The CSR is also responsible for monitoring the performance of the assigned portfolio through KPIs, SLAs, and operational controls, identifying trends and deviations, coordinating corrective actions, and escalating situations that may represent a risk to service performance or customer commitments.

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📌 Mexican Customs Service Representative (Heroica Puebla de Zaragoza)
🏢 Colonial Group
📍 Heroica Puebla de Zaragoza