Who We Are

For over 70 years Buckland has been working to help companies across the world experience global trade in a better way. Buckland employs a unique approach to global trade that focuses on combining trusted technologies and talented people that know how to use them. As a customer-focused company, Buckland provides customers with a single source of unmatched Customs Brokerage (Canadian, US, Mexican), Trade Managed Solutions, Freight Forwarding, Trade Technologies and Warehousing/Distribution Services. Buckland strives to provide customized services in a memorable way.

Who We Are

For over 70 years Buckland has been working to help companies across the world experience global trade in a better way. Buckland employs a unique approach to global trade that focuses on combining trusted technologies and talented people that know how to use them. As a customer-focused company, Buckland provides customers with a single source of unmatched Customs Brokerage (Canadian, US, Mexican), Trade Managed Solutions, Freight Forwarding, Trade Technologies and Warehousing/Distribution Services. Buckland strives to provide customized services in a memorable way.

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.

This position does not have direct reports; however, it requires a high level of coordination, ownership, sense of urgency, customer service, communication, and influencing skills, as the CSR is responsible for aligning the different parties involved in the operation to achieve established service levels and operational objectives.

Key Responsibilities

- Serve as the primary operational point of contact for the assigned customer portfolio, maintaining close, professional, and proactive communication.
- Develop a strong understanding of the operational needs, priorities, requirements,



and specific characteristics of each assigned customer.
- Ensure compliance with customer-specific SOPs, SLAs, response times, and service commitments.
- Respond to customer requests, inquiries, priorities, and operational needs in a timely and professional manner.
- Provide clear, accurate, and timely shipment status updates, maintaining proactive communication and operational visibility.
- Anticipate customer information needs and provide operational visibility without relying solely on customer follow-up requests.
- Promptly communicate any situation that may affect an operation, including delays, pending documentation, incidents, customs risks, contingencies, or changes to estimated timelines.
- Proactively identify potential service impacts and communicate them to the customer, including the actions being taken to resolve or mitigate the situation.
- Coordinate customer requests and priorities internally with the appropriate operational teams and ensure follow-up through resolution.
- Follow up on commitments made to customers and ensure completion within agreed timelines.
- Manage multiple customer requests and priorities simultaneously while maintaining a high level of organization, follow-up, and sense of urgency.
- Provide timely follow-up on customer complaints, escalations, or service failures, coordinating internal investigation, root cause analysis, and corrective actions as required.
- Participate in operational meetings, customer calls, and performance reviews as required.
- Maintain appropriate documentation and supporting evidence of relevant customer communications, agreements, instructions, and commitments.
- Identify recurring issues, additional customer needs, or improvement opportunities within the assigned portfolio and communicate them through the appropriate channels.
- Build strong operational relationships with customers through consistency, follow-up, knowledge of their operations, proactive communication, and fulfillment of commitments.

Air Operations Coordination

- Maintain 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.
- Coordinate and monitor exclusively Air Import and Export Operations in Mexico.
- Receive and review pre-alerts and supporting shipment documentation to ensure required information is complete and available to initiate the customs process in a timely manner.
- Coordinate the different operational teams and service providers involved to ensure each shipment progresses according to customer priorities, SOPs, SLAs, and committed timelines.
- Translate customer requirements and priorities into clear operational actions and priorities for the teams involved.
- Provide the assigned Customs Broker office with complete and timely documentation, instructions, priorities, and shipment requirements.
- Follow up on the different stages of the customs clearance process, including documentation, review/pre-entry inspection, classification, data entry, validation, payment, modulation, customs release, dispatch, delivery, operational closure, and billing, as applicable.
- Maintain continuous visibility of open operations, pending activities, shipment aging, critical shipments, deadlines, and customer priorities.
- Proactively identify activities, delays,



or circumstances that may put committed timelines or service levels at risk.
- Coordinate with airlines, bonded warehouses, ground handling agents, transportation providers, and other parties when necessary to ensure operational continuity and timely cargo release.
- Monitor potential risks related to storage, abandonment deadlines, customs requirements, documentation, additional costs, or other circumstances that may impact the shipment.
- Identify incomplete documentation, inconsistencies, operational deviations, or potential risks and coordinate the required actions in a timely manner.
- Escalate technical matters related to customs classification, compliance, or specialized customs criteria to the appropriate area when required.
- Ensure shipment information, milestones, comments, documentation, and operational status are accurate, complete, and updated in a timely manner within Buckland systems, customer platforms, and operational trackers.
- Ensure proper operational closure and completion of required documentation to support timely and accurate billing.

Customs Broker (AA) Office Coordination

This position does not have direct reporting authority over Customs Broker personnel; however, the CSR is responsible for the day-to-day operational coordination of the assigned Customs Broker (AA) office, with the objective of meeting customer requirements and committed timelines.

- Coordinate and prioritize the daily workload with the assigned Customs Broker office based on shipment urgency, customer priorities, and operational deadlines.
- Clearly communicate shipment priorities, instructions, deadlines, and operational requirements to the AA team.
- Ensure the operational team has the required information and documentation to perform its activities in a timely manner.
- Maintain continuous follow-up on customs clearance progress and commitments established with the AA office.
- Identify delays, lack of follow-up, pending activities, deviations, or potential service failures and request the necessary actions in a timely manner.
- Coordinate operational activities and follow up on commitments without direct reporting authority over the operational team.
- Maintain effective communication and alignment between the customer, Buckland Air Operations, the Customs Broker, and service providers, preventing information gaps, delays, or lack of follow-up.
- Participate in operational follow-up meetings with the AA office and provide visibility of priorities, backlogs, critical shipments, risks, and outstanding actions.
- Monitor the operational performance of the assigned AA office and identify recurring issues or improvement opportunities.
- Promptly elevate service failures, unresolved delays, compliance risks, or any situation that may compromise customer commitments.
- Support the standardization and consistent execution of operational procedures and best practices between Air Operations and the assigned Customs Broker office.

This coordination responsibility does not constitute direct people management or technical authority over customs classification or compliance decisions.

KPI, SLA & Operational Performance Responsibilities

- Maintain, update, monitor, and analyze KPIs, SLAs, dashboards, and operational trackers for the assigned customer portfolio.
- Monitor key performance indicators related to response times, customs clearance times, shipment aging, operational milestone compliance, information accuracy and timeliness, billing timelines, productivity, and service levels.
- Ensure KPI information is accurate, complete, and updated within established reporting timelines.
- Analyze performance results to identify trends, deviations,

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