From Leadership to Customer Service Excellence

In January 2021, I joined Ewals Cargo Care (ECC) as a Customer Service team member. After seventeen years at another logistics provider, this felt like a fresh start. I strongly believe in starting from the basics and growing from there. At ECC, I was given exactly that opportunity to develop myself further.

Why did you choose the logistics industry? Reanne laughs when asked that question.

“I used to think I wanted to become an accountant. But I didn’t enjoy the training at all! It really wasn’t for me. I had a very sharp mentor with great people skills who told my parents: ‘She needs to go into logistics. There’s always something happening there. That’s exactly her thing.’ He was right.”

Reanne Hendriks has been working at Ewals Cargo Care since January 2021 and previously spent seventeen years at another logistics service provider.

“I was also chair of the Works Council for five years,” she explains. “It was a turbulent time, and I needed to recover from that. I’m the type who says, ‘Just let me do my job,’ not someone who plays political games. After the Covid period, Ewals Cargo Care came into the picture with a vacancy for a customer service position. I had a good feeling about it because I believe in starting at the bottom. It’s good for your development to begin with the basics and then decide whether you want to deepen or broaden your knowledge. That I wanted to grow was beyond question. But this way, I had the space to figure out exactly where I wanted to develop.”

As a senior, Reanne has major responsibilities and manages several different mailboxes.

“Customers are divided across mailboxes, and multiple colleagues work on each one. I just want to get to know all the customers and gradually build a complete picture of what’s going on. I’m very versatile and can jump in anywhere. It’s hectic, but that suits me.” 

Continuous learning is very important to Reanne. “My team leader understands that very well and keeps challenging me. Over the past year, we started working with a new system, and I learned it as a backup key user. We also merged with another department, and I was the one who stepped into that process. I want to master everything. If I stand still, I get restless—and that’s not pleasant for anyone here,” she jokes.

The team is another key factor for Reanne. “In the Netherlands, we work in Customer Service for Freight Forwarding with thirteen people, and that number might grow. The contact is just great. We have a lot of operational knowledge and are deeply involved in what happens across all departments. Yes, sometimes there’s stress. That’s part of working in logistics, in my opinion. Then you can blow off some steam with each other. That’s okay.

We always get the job done together, and that feels so good! Privately, we also look out for each other, are always willing to help, and enjoy the great stories that come up. For example, when I proposed to my partner, everyone was so involved - it was fun. And it works the other way around too. If things get tough, you’re there for each other. And you also meet an employer who really wants to support you and looks at how they can help.”

“I believe in starting at the bottom and then deciding whether to deepen or broaden your knowledge.”

“I’m very versatile and can jump in anywhere.”

“You can blow off some steam with each other. That’s okay.”