{"id":2663876,"url":"https://alion.io/job/buckland-mexican-customs-service-representative","title":"Mexican Customs Service Representative","company":{"id":4421205,"name":"Buckland","domain":"buckland.com","url":"https://alion.io/company/buckland-2","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Puebla, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":37000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-02T06:00:00Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-21T16:53:12Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"MX Air Operations Customer Service Representative (CSR)\nOur Vision\nBuckland develops enduring relationships with our customers and partners throughout the global supply chain. We strive to provide customized services in a memorable way.\nThe Role\nThe 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.\nThe 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.\nThe 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.\nThe 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.\nThe 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.\nThis 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.\nKey Responsibilities\nCustomer Service & Portfolio Management\nServe as the primary operational point of contact for the assigned customer portfolio, maintaining close, professional, and proactive communication.\nDevelop a strong understanding of the operational needs, priorities, requirements, and specific characteristics of each assigned customer.\nEnsure compliance with customer-specific SOPs, SLAs, response times, and service commitments.\nRespond to customer requests, inquiries, priorities, and operational needs in a timely and professional manner.\nProvide clear, accurate, and timely shipment status updates, maintaining proactive communication and operational visibility.\nAnticipate customer information needs and provide operational visibility without relying solely on customer follow-up requests.\nPromptly communicate any situation that may affect an operation, including delays, pending documentation, incidents, customs risks, contingencies, or changes to estimated timelines.\nProactively identify potential service impacts and communicate them to the customer, including the actions being taken to resolve or mitigate the situation.\nCoordinate customer requests and priorities internally with the appropriate operational teams and ensure follow-up through resolution.\nFollow up on commitments made to customers and ensure completion within agreed timelines.\nManage multiple customer requests and priorities simultaneously while maintaining a high level of organization, follow-up, and sense of urgency.\nProvide timely follow-up on customer complaints, escalations, or service failures, coordinating internal investigation, root cause analysis, and corrective actions as required.\nParticipate in operational meetings, customer calls, and performance reviews as required.\nMaintain appropriate documentation and supporting evidence of relevant customer communications, agreements, instructions, and commitments.\nIdentify recurring issues, additional customer needs, or improvement opportunities within the assigned portfolio and communicate them through the appropriate channels.\nBuild strong operational relationships with customers through consistency, follow-up, knowledge of their operations, proactive communication, and fulfillment of commitments.\nAir Operations Coordination\nMaintain 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.\nCoordinate and monitor exclusively Air Import and Export Operations in Mexico.\nReceive 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.\nCoordinate the different operational teams and service providers involved to ensure each shipment progresses according to customer priorities, SOPs, SLAs, and committed timelines.\nTranslate customer requirements and priorities into clear operational actions and priorities for the teams involved.\nProvide the assigned Customs Broker office with complete and timely documentation, instructions, priorities, and shipment requirements.\nFollow 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.\nMaintain continuous visibility of open operations, pending activities, shipment aging, critical shipments, deadlines, and customer priorities.\nProactively identify activities, delays, or circumstances that may put committed timelines or service levels at risk.\nCoordinate with airlines, bonded warehouses, ground handling agents, transportation providers, and other parties when necessary to ensure operational continuity and timely cargo release.\nMonitor potential risks related to storage, abandonment deadlines, customs requirements, documentation, additional costs, or other circumstances that may impact the shipment.\nIdentify incomplete documentation, inconsistencies, operational deviations, or potential risks and coordinate the required actions in a timely manner.\nEscalate technical matters related to customs classification, compliance, or specialized customs criteria to the appropriate area when required.\nEnsure 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.\nEnsure proper operational closure and completion of required documentation to support timely and accurate billing.\nCustoms Broker (AA) Office Coordination\nThis 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.\nCoordinate and prioritize the daily workload with the assigned Customs Broker office based on shipment urgency, customer priorities, and operational deadlines.\nClearly communicate shipment priorities, instructions, deadlines, and operational requirements to the AA team.\nEnsure the operational team has the required information and documentation to perform its activities in a timely manner.\nMaintain continuous follow-up on customs clearance progress and commitments established with the AA office.\nIdentify delays, lack of follow-up, pending activities, deviations, or potential service failures and request the necessary actions in a timely manner.\nCoordinate operational activities and follow up on commitments without direct reporting authority over the operational team.\nMaintain 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.\nParticipate in operational follow-up meetings with the AA office and provide visibility of priorities, backlogs, critical shipments, risks, and outstanding actions.\nMonitor the operational performance of the assigned AA office and identify recurring issues or improvement opportunities.\nPromptly escalate service failures, unresolved delays, compliance risks, or any situation that may compromise customer commitments.\nSupport the standardization and consistent execution of operational procedures and best practices between Air Operations and the assigned Customs Broker office.\nThis coordination responsibility does not constitute direct people management or technical authority over customs classification or compliance decisions.\nKPI, SLA & Operational Performance Responsibilities\nMaintain, update, monitor, and analyze KPIs, SLAs, dashboards, and operational trackers for the assigned customer portfolio.\nMonitor 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.\nEnsure KPI information is accurate, complete, and updated within established reporting timelines.\nAnalyze performance results to identify trends, deviations, recurring issues, bottlenecks, and operational risks.\nIdentify potential performance deviations before they result in SLA failures or customer escalations.\nFollow up with the Customs Broker office and other operational teams when KPI or SLA deviations are identified.\nPrepare and maintain daily, weekly, and monthly operational performance reports as required.\nMaintain supporting evidence and operational records to validate KPI results and service performance.\nParticipate in internal and customer performance reviews as required.\nSupport Root Cause Analysis (RCA) for operational deviations, incidents, or service failures and follow up on the corresponding corrective action plans.\nFollow up on corrective actions and validate their effectiveness when recurring deviations are identified.\nProvide 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.\nUse KPI results not only as a reporting tool but as a basis to improve operational performance, prevent service failures, and strengthen the customer experience.\nContinuous Improvement & Operational Control\nIdentify recurring issues, inefficiencies, and improvement opportunities within assigned operations.\nPropose improvements to reduce processing times, errors, rework, and operational risks.\nSupport the implementation and maintenance of SOPs, trackers, controls, and operational procedures.\nParticipate in operational audits and reviews as required.\nSupport the investigation and documentation of incidents, service failures, root causes, and corrective actions.\nContribute to process standardization and best practices within Air Operations.\nProvide operational support during high-volume periods, critical shipments, and contingencies according to business needs.\nPerform other Air Operations-related duties or projects as assigned.\nLeadership Responsibilities\nN/A – Individual Contributor\nThe 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.\nJob Details\nPosition: MX Air Operations Customer Service Representative (CSR)Department: Air Operations...","description_format":"text","description_chars":17002,"description_truncated":true,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-16T01:48:54Z"}],"visa":[],"liveness":{"score":40,"band":"fade","label":"Fading","p_open":1,"p_active":0.529,"p_room":0.75,"age_days":18,"expected_fill_days":19,"reasons":["conf:3","stale_co","velocity","win:late","comp:junior"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/buckland-mexican-customs-service-representative","json_url":"https://alion.io/job/buckland-mexican-customs-service-representative.json","meta":{"generated_at":"2026-10-21T17:38:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4421205},"rest":"https://alion.io/mcp/rest/get_company?id=4421205"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbuckland-mexican-customs-service-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbuckland-mexican-customs-service-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbuckland-mexican-customs-service-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/buckland-mexican-customs-service-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbuckland-mexican-customs-service-representative"}]}