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2022.12.21
｜CEP
Meticulous, reliable, and always eagerly helping everyone solve problems.
When facing complex cases or tricky puzzles, she is GMC’s go-to problem solver—you can never go wrong by asking her.
Our featured guest today is the Manager of the Ocean Freight Department and a frequent champion of the Annual Best OP Award—Flora!
How does Flora employ her wisdom and strategy to resolve unexpected challenges? Let’s hear her story…
Originally working at a customs brokerage, Flora entered the logistics industry through a recommendation from a classmate. From handling documentation to operations (OP), Flora spent seven years at her previous company. Through container space allocation, she met Huang Ma, who was GMC’s Ocean Freight Manager at the time. Flora recalls: "Back then, GMC was starting to implement AMS and needed to expand its team, so she asked if I’d be interested in joining GMC."
Huang Ma was very upfront with Flora, explaining that given GMC's corporate culture and structure at the time, with many senior personnel, promotion opportunities would take time. If Flora had immediate promotion expectations, Huang Ma wouldn't press her to join. However, for Flora, beyond stable income, she deeply valued "people" and the working environment. Every work environment has its challenges, but having the right people beside you leads to completely different experiences and outcomes.
"Because I trusted her (Huang Ma), I came," Flora says.
With extensive experience in ocean freight, Flora has handled countless memorable cases. Reflecting deeply, she shares: "We once handled shipments for a regular client whose products were very long M-shaped steel bars. Everything had been smooth until one time the consignee reported product rusting and requested a claim."
For this account, goods were delivered to the container yard where yard personnel loaded the container, rather than the shipper loading it themselves. Regarding liability, the shipper believed: "I delivered to your designated location; if the product rusted, doesn't that imply an issue with your facility?"
In reality, steel products are naturally sensitive to weather conditions. After thorough investigation, Flora discovered that the container yard was relatively small and lacked full roof coverage, meaning the product likely absorbed moisture while stored outdoors, leading to rust.
"We later explained to the consignee that having the container yard perform loading carries inherent risks, and for safety, we advised conducting a *survey inspection prior to future loadings. However, hiring a survey company incurs extra costs, so I needed their consent." The purpose of a survey inspection is to ensure cargo integrity, requiring client confirmation of photos before vessel loading.
"From a forwarder's perspective, we do our utmost to safeguard the cargo, but both the shipper and consignee have their respective demands."
"If a shipper lacks full understanding, it is our duty as professional service providers to offer solutions and guidance."
*Cargo Surveying: When a buyer purchases goods from a seller, the buyer may hire a cargo surveying firm to inspect the dimensions, weight, and condition of goods at the port of loading prior to vessel departure, or to provide an impartial investigation report in the event of loss or damage to ensure a fair claims process.
In handling such delicate cases, communication skills play a decisive role.
Flora recalls an instance involving four factories across Northern Taiwan and Kaohsiung shipping to the same consignee. Forwarders usually consolidate cargo for the same client together for easier pickup, but the consignee requested separating shipments from different suppliers to streamline distribution upon arrival.
"With only one container, items inevitably touch. Making it convenient for them to sort cargo was the problem we needed to solve," Flora says.
Beyond asking the container yard to arrange proper loading sequences, she recommended that trading companies use distinct color coding on their *shipping marks. Shipping marks on outer cartons are usually decided jointly by exporters and importers. While some print marks directly on boxes, most attach printed labels, allowing boxes to remain versatile rather than restricted to a single client.
The tricky part of this case was that model numbers and codes were identical, making differentiation difficult. Facing this, Flora suggested that trading companies use customized colors when printing marks for easy identification. "Naturally, this process took time to communicate, as some trading companies felt adding color meant extra costs."
Ultimately, Flora distributed the agreed mark designs to the consignee, detailing which company each mark represented, successfully resolving the case.
*Shipping Marks: Used in foreign trade to identify goods and prevent mis-shipments. Typically composed of model numbers, symbols, recipient details, destination ports, piece counts, or batch numbers, making goods recognizable during loading, transport, and storage.
"I always tell team members: when an issue arises, it’s a prime opportunity to demonstrate value!"
Flora believes that when a situation arises, an opportunity arrives with it.
Case management provides the ideal stage to showcase superior service quality. Handling a tough case with thorough care leaves a lasting positive impression on clients. There is no need to fear trouble cases; encountering them trains adaptability and problem-solving skills.
"It’s about responding to each challenge as it comes. Most importantly, keep thinking ahead and always have backup plans ready."
"Speaking of achievements, I've been fortunate to win the Best OP Award multiple times."
Every year, the company holds a vote where all sales representatives elect the top OP. Flora has won the Ocean Freight Department's Best OP Award more times than anyone else. The reason lies in her willingness to answer every question and explain things thoroughly. "When people ask me questions, I never say 'that's someone else's job, go ask them' or 'I don't know, ask someone else.' Most times, if I know, I share it directly; if I don't, I find out and follow up."
Flora is not only a knowledgeable problem solver, but also remarkably thoughtful, anticipating steps ahead.
"Besides answering their immediate question, I offer several follow-up recommendations." Flora realized that handling diverse cases and accumulating years of experience built a habit of thinking a step ahead, especially when mentoring others. When newcomers are unfamiliar with situations, "I tell them, 'When calling a client or shipping line, if they say something, always ask the next logical question.' Some struggle to extend questions naturally, so I habituate reminding them how to probe further based on responses."
When asked about the most essential skills in freight forwarding, Flora reflects and highlights "service passion" and "empathy."
"If you don't put yourself in the client's shoes, issues are handled only on the surface, making long-term service impossible. Make clients feel like friends so you are the first person they think of during challenges—that’s how relationships endure and become irreplaceable."
"Most clients who return to ask you questions do so because they are satisfied with your service. If they felt your service was lacking, you wouldn't be on their list of contacts."
Flora has also encountered clients working with other forwarders who reached out to her for advice when issues arose. Flora emphasizes the importance of demonstrating professionalism and a genuine willingness to help.
"Clients cannot always choose the forwarder for overseas nominated cargo, but they can choose whom to seek help from when trouble strikes. If they seek answers from me to communicate with the other party or protect their interests, helping them resolve issues smoothly deepens their appreciation for our professionalism and strengthens their trust in us."
Now serving as Ocean Freight Manager, Flora learned through shared team experiences that knowing how to "delegate" is a crucial leadership skill. "Doing everything myself used to stem from a lack of trust or personal habits where I felt doing it myself was faster. Therefore, delegating takes practice."
Delegation is also an essential element of talent development; assigning specific tasks serves to train team members.
"For instance, Monica was originally a documentation staff member in Ocean Freight before being promoted to Documentation Team Leader. In terms of leadership, I give her room to manage herself. Recently, during an Ocean Freight restructuring that required hiring new documentation personnel, it would have been faster for me to handle recruitment directly, but I entrusted it to her so she could learn how to recruit, invite candidates, and conduct interviews."
Delegation means entrusting authority to others, representing not just a transfer of power, but a show of trust. As a result, teamwork becomes smoother and more efficient. This marks a vital step in leading a team, allowing members to learn more through practice while enabling leaders to guide operations effectively.
Leading a team is a continuous learning process accompanied by challenges. It resembles an ongoing exam with endless topics to master.
For Flora when she first assumed the managerial role, guiding others and offering corrections posed a challenge because problem-solving methods rarely have a single standard answer, though "better approaches" exist. Blending experience with personal perspectives to articulate, communicate, or correct represents a key leadership task. "When subordinates move in a clearly wrong direction, correction is straightforward; the difficulty lies when their method isn't wrong, but a better approach exists, requiring thought on how to communicate effectively." Flora recognizes that everyone operates at different rhythms and styles, making tailored communication essential to help them reach goals efficiently.
Work inevitably brings occasional sadness, yet joy and fulfillment are equally abundant. Asked what part of her job she enjoys most, Flora smiles: "The sense of achievement from completing a task or solving a client's dilemma, along with 'interacting with people.'" Since many colleagues spend more time at work than with family, the workplace environment matters deeply to everyone.
"I believe everyone in the company is genuinely kind at heart, without office politics or factions. We gossip occasionally, but it’s all harmless fun."
When asked what kept her at GMC for 20 years…
"It's the people," Flora says.
Recalling her journey at GMC, Flora remembers a heartwarming moment. Before becoming a manager, many team members handled OP duties while undergoing management training, balancing operational responsibilities with leadership learning. During a particularly overwhelming time, Flora made a mistake and received criticism. Though it wasn't harsh, her high self-expectations left her deeply disheartened.
"Susan seemed to notice. After it happened, we met in the hallway, and when she saw me, she suddenly gave me a hug. I burst into tears right then." Susan didn't say much, simply offering a hug that made Flora feel comforted and understood. To her, that hug was the warmest and most powerful support.
Regarding the person she wishes to thank most during her time at GMC, Flora mentions: "When it comes to gratitude, it's naturally Huang Ma."
Before retiring and passing the managerial torch to Flora, Huang Ma had already mapped out a visionary layout for the entire team. "Under Huang Ma's training and guidance, every member of the management team was well on track, so I consider myself extremely fortunate. Beyond Huang Ma, I am deeply grateful to the entire management team."
Flora and her fellow management team members trained under Huang Ma together, standing as comrades who weathered countless battles. Their teamwork required no lengthy adjustment period; their chemistry was seamless, executing operations fluidly. Supporting one another, they conquered challenges effectively. "I feel like a manager in title because the team's collective strength is so formidable!" Flora says humbly.
"I am luckier than other department managers to have such reliable people supporting me."
Another person who profoundly impacted Flora's career was General Manager Jennifer, who recently retired. Given Flora's gentle nature, Jennifer reminded her that as a leader, she sometimes needed to express her views more decisively and assertively. "The General Manager provided tremendous guidance on my managerial role, pushing me forward and reminding me of the strength required of a leader."
"Patience brings calm waters; stepping back reveals open skies."
This line, written by her sister in Flora's junior high graduation album, left a lasting impression on her heart, shaping her interpersonal principles. "I still remember that quote to this day. Perhaps because I kept it in mind, my personality holds a lot of 'patience' and 'yielding.'" As the familiar proverb suggests, exercising patience and stepping back grants a vast sky and calm seas.
"Exercising patience and yielding does not mean admitting fault; it is simply another way to bring an issue to a harmonious resolution."
Flora believes that when there is no absolute right or wrong and anyone's idea is acceptable, she yields decision-making to those with stronger subjective preferences. "I step back because I feel there's no need to argue over who is best."
Not everything requires a head-on clash to reach a good outcome. As long as there is no personal loss, if stepping back leads to a positive resolution, Flora chooses to do so. Momentary patience settles conflicts, while thoughtful yielding creates a harmonious environment—this is Flora’s philosophy of life.
