Mexican Customs Service Representative

MX Air Operations Customer Service Representative (CSR)
Our Vision
Buckland develops enduring relationships with our customers and partners throughout the global 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 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 escalate 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, recurring issues, bottlenecks, and operational risks.
Identify potential performance deviations before they result in SLA failures or customer escalations.
Follow up with the Customs Broker office and other operational teams when KPI or SLA deviations are identified.
Prepare and maintain daily, weekly, and monthly operational performance reports as required.
Maintain supporting evidence and operational records to validate KPI results and service performance.
Participate in internal and customer performance reviews as required.
Support Root Cause Analysis (RCA) for operational deviations, incidents, or service failures and follow up on the corresponding corrective action plans.
Follow up on corrective actions and validate their effectiveness when recurring deviations are identified.
Provide timely visibility to the Team Leader, Supervisor, and Air Operations Manager regarding significant performance deviations, service risks, or situations that may affect the customer relationship.
Use KPI results not only as a reporting tool but as a basis to improve operational performance, prevent service failures, and strengthen the customer experience.

Continuous Improvement & Operational Control

Identify recurring issues, inefficiencies, and improvement opportunities within assigned operations.
Propose improvements to reduce processing times, errors, rework, and operational risks.
Support the implementation and maintenance of SOPs, trackers, controls, and operational procedures.
Participate in operational audits and reviews as required.
Support the investigation and documentation of incidents, service failures, root causes, and corrective actions.
Contribute to process standardization and best practices within Air Operations.
Provide operational support during high-volume periods, critical shipments, and contingencies according to business needs.
Perform other Air Operations-related duties or projects as assigned.

Leadership Responsibilities
N/A – Individual Contributor
The position does not have direct reports. However, the CSR is expected to demonstrate a high level of ownership, accountability, coordination, and influence, with the ability to align and follow up with internal and external operational teams to ensure customer commitments are achieved.
Job Details
Position: MX Air Operations Customer Service Representative (CSR)Department: Air OperationsReports to: Air Operations Team Leader / SupervisorEmployment Type: PermanentSchedule: Full-timeLocation: MexicoWork Arrangement: Hybrid / Office according to business requirements
Required Qualifications and Experience

Minimum 2–3 years of experience in Air Import/Export Operations, Customs Brokerage, or Air Customs Operations in Mexico.
Hands-on experience coordinating commercial Air Import and/or Export shipments and customs clearance processes in Mexico.
Bachelor’s degree in International Business, International Trade, Customs, Logistics, Foreign Trade, or a related field; equivalent relevant experience may be considered.
Working knowledge of Mexican Customs Regulations and Foreign Trade requirements applicable to Air Operations.
Strong understanding of the end-to-end Air Operations and customs clearance process, from pre-alert through operational closure and billing.
Experience managing or providing direct operational support to an assigned customer portfolio, including operational follow-up, customer requests, status communication, and priority management.
Demonstrated experience coordinating Customs Broker activities, operational priorities, workload, and customs clearance follow-up.
Ability to coordinate and influence internal and external operational teams without direct reporting authority.
Experience working with Customs Brokers, airlines, bonded warehouses, ground handling agents, transportation providers, and customers.
Experience maintaining and analyzing operational KPIs, SLAs, performance trackers, and operational reports.
Ability to interpret performance results, identify trends and deviations, and follow up on corrective actions.
Ability to understand and work according to customer SOPs, SLAs, specific work instructions, and escalation protocols.
Demonstrated ability to provide proactive customer communication, anticipate operational risks, and manage customer expectations when potential deviations are identified.
Ability to manage multiple customers, shipments, and priorities simultaneously in a high-volume, time-sensitive environment.
Excellent customer service and professional communication skills, both verbal and written.
Strong organizational, prioritization, and follow-up skills.
Strong attention to detail and accuracy.
Strong sense of urgency, ownership, accountability, and results orientation.
Strong analytical and problem-solving skills, including the ability to determine when an operational or technical matter requires escalation.
Intermediate to advanced Microsoft Excel skills, including the ability to organize, analyze, monitor, and present operational data and KPIs.
Proficiency with Microsoft Office applications and ability to learn and work with customs, logistics, and customer operating systems.
Ability to work independently while collaborating effectively across different teams and functional areas.
English proficiency sufficient to manage written operational communication, participate in meetings, and interact with customers and international teams as required.

Preferred Qualifications

Previous experience working for a Customs Broker, Freight Forwarder, or international logistics company with direct exposure to Air Customs Operations.
Experience coordinating a Customs Broker office or operational team, even without direct people-management responsibility.
Experience managing customer portfolios with high-volume and time-sensitive Air Operations.
Experience supporting automotive, manufacturing, or other customers with critical supply chains.
Experience working with multiple Mexican airports and customs locations.
Experience with customer implementations, SOP development or execution, operational audits, performance reviews, KPI reporting, and continuous improvement initiatives.
Familiarity with operational contingencies involving airlines, airports, bonded warehouses, customs clearance, and transportation.

Physical Demands

Frequently required to sit, use a computer, communicate verbally and in writing, analyze information, and perform calculations.
Occasionally required to bend, squat, kneel, reach above shoulder level, or lift/carry items weighing up to 15 lbs.

Work Environment
The position operates in a fast-paced, high-volume, and time-sensitive Air Operations environment, where customer priorities and shipment requirements may change throughout the day.
The CSR must be able to simultaneously manage multiple customers, shipments, requests, customs clearance activities, and operational deadlines while coordinating the different teams involved and maintaining accuracy, visibility, sense of urgency, and proactive customer communication.
The position requires continuous monitoring of operational priorities and the ability to respond effectively to urgent shipments, customs delays, operational incidents, customer escalations, and contingencies.
Occasional support outside regular business hours may be required for critical operations or contingencies according to business needs.