The Team's Strongest Anchor: Taichung Customer Service Manager Anne｜GMC Group Spotlight EP06

With a soft voice, a warm smile, and words that radiate a welcoming atmosphere.

Our featured guest today is Anne from the Taichung Branch! From a green sales assistant to a customer service manager leading her own team, let’s follow Anne as she looks back on her journey and memories along the way.

Solid Training: Mastering Logical Thinking and Adaptability!

Having decided during university to pursue a business career, Anne joined GMC right after graduating with a degree in foreign languages. Looking back at her interview day, Anne recalls: "I remember the interviewing manager carefully explaining the company’s benefits and job duties, expressing a hope to grow and learn together at GMC. After the interview, I thought, 'This is the company!'" Before she knew it, Anne transformed from a workplace rookie into a capable customer service manager standing on her own.

Starting as a sales assistant, her daily routine involved assisting sales reps with arranging ocean and air import/export shipments, handling administrative logistics, consolidating client needs, and providing optimal transport solutions for both clients and sales teams.

"I feel being a sales assistant is excellent training. Whether in logical thinking, adaptability, cross-department coordination, or time management—especially in the freight forwarding industry—the skills you acquire are exceptionally broad."

As the sales team’s strongest anchor, a sales assistant is key to handling daily operational tasks so sales representatives can push forward on the front line without worries. Simultaneously, they serve as a vital bridge connecting client needs with sales capabilities.

Continuous Refinement: Serving Clients with Excellence

Discussing minor hurdles from her early days, Anne admits experiencing moments of feeling stuck...

"I remember handling a transshipment for an overseas client. Because the cargo missed its scheduled connecting vessel, shipment got delayed. The client was furious and called, scolding me endlessly. I was very green back then and didn't know how to handle upset clients. I felt deeply hurt at the moment, but upholding the spirit of 'no matter how tough the client gets, I treat them with utter dedication,' I resolved the issue with tears in my eyes. I first explained the cause of the delay, then insistently coordinated with the shipping line to prioritize the cargo, notifying the client the moment the container arrived. Looking back, adversity builds wisdom!"

Frustrating past events often prove less daunting when viewed in hindsight—those stumbling steps trace the very arc of personal growth.

With accumulated experience, Anne developed her own service insights: "A sales assistant acts as a bridge, making perspective-taking essential. Whether coordinating with sales, operations (OP), or clients, I put myself in everyone's shoes to design an integrated solution that satisfies all parties."

Lacking a background in international trade, Anne actively pursued self-improvement from her entry up to becoming a manager—using off-days to take courses in business English writing, international trade practices, customs law, and brokerage procedures. Continuous learning ensures she brings higher expertise to her clients.

"I constantly think about how to improve so clients reach out to us first whenever issues arise—like a trusted 'know-it-all'! Beyond that, I focus on saving clients money or anticipating their needs to earn total trust. Continuous learning is essential."

Creating Value and Finding Fulfillment Within the Team

What drives Anne forward through such a challenging job?

"I derive immense fulfillment from this work—whether proactively finding a better freight route for sales reps so they secure clients while preserving higher margins, or helping clients solve tough problems."

Listening to client needs and delivering optimal solutions defines Anne's passion for her work: "I once handled a case where a client needed to ship a massive volume of building materials to the Maldives. We didn't have a local agent there at the time, and the client was completely unfamiliar with Maldivian import customs or local trucking. So I emailed the shipping line for details, and upon receiving their reply, quickly notified the client to connect with them directly. We continued shipping for them long-term afterward; even though other forwarders provided quotes, the client ultimately chose our service."

By repeatedly solving client problems, Anne accumulated rich experience while reaping deep fulfillment at work.

"My years at GMC reflect what Chairman Mr. Chen often says: 'Become a more valuable self, and jointly build a team of greater value.' I truly discovered my own worth in this company."

Regarding the recent AI surge, Anne shares her perspective:

"I believe what sets us apart from AI is 'warmth.' AI is cold and impersonal, whereas human beings possess emotion and warmth. So be a person who brings warmth alongside professional knowledge and technical expertise!"

People Met at GMC Are Treasures in Life

From a fresh graduate to a customer service manager, her perspective and scope have expanded: "Now I think about systematically passing down my experience to team members so they learn comprehensively, leading them without imposing excessive pressure. Simultaneously, I remind myself to lead by example, guiding my team to serve as a powerful back-office anchor for our sales department."

Reflecting on those she wishes to thank at GMC, Anne lists them one by one:

"I am deeply grateful to Mandy, who interviewed and brought me into GMC. She guided me step by step, selflessly sharing her experience and client interaction skills. When I lacked experience, she entrusted key accounts to me to build real-world practice; when I was a rookie, she brought me along to meet overseas agents. Her encouragement made me believe hard work yields positive outcomes. I always hold her words in my heart: 'No matter how difficult things get, good fortune is on our side! So don't worry—one way or another, things will turn out well.'"

"I also want to thank Ben, who served as Taichung Branch Manager when I joined. Though he was strict with high standards, that exact rigor taught me to anticipate details in handling cases. He often said: 'It's better to spend 3 minutes thinking ahead than spending 3 days or 3 weeks fixing a mistake afterward.'"

"And Joan, who answered my questions with endless patience. Back then, I often asked basic questions, but whenever she had time, she would put down her work to explain things to me. I'm so grateful to her."

"Of course, I am most grateful for the support and encouragement from the entire Taichung team."

Looking back at her 6 to 7 years at GMC, senior colleagues led the charge while selflessly mentoring a workplace newcomer; that newcomer studied diligently, following their footsteps until carving out a path of her own.

The Harder You Work, the Luckier You Get

Having explored outside before returning to GMC, Anne shares her thoughts on the company:

"GMC is a place where your hard work gets seen!"

"Managers here include both men and women; no one is denied important tasks or leadership roles based on gender. Here, as long as you are willing to dedicate yourself, the company gives you opportunities."

Working hard and living intentionally, Anne enjoys fitness and hiking on her days off.

"I love hiking! Hiking brings peace of mind and releases work stress. Seeing grand landscapes outdoors makes me return to my post as a brand-new person, ready for a fresh start."

Finally, Anne shares a favorite quote:

"The harder you work, the luckier you get."

Opportunities favor those who are prepared. By embracing challenges and continuously enriching herself, Anne earned the mentorship of the company and her managers: "Because you've put in the effort, the company is eager to nurture you—it's always reciprocal. At GMC, as long as you work hard, you will definitely be seen!"