MX Air Operations Customer Service Representative (CSR)

Our Vision

Buckland develops enduring relationships with our customers and partners throughout the integral 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

Customer Service & Portfolio Management

- 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

📌 Mexican Customs Service Representative (Monterrey)
🏢 Buckland
📍 Monterrey