[#LifeatPhoenix] Forwarder Stories: Part 1 – Master Consol

In the logistics industry, every shipment that departs or arrives at port is the result of a complex coordination process, demanding precision, flexibility, and the expertise of those working behind the scenes. Ms. Nguyễn Thị Hần, Master Consolidation Specialist at Phoenix Logistics, plays the role of a “conductor” in orchestrating the flow of less-than-container-load (LCL) shipments.

With over five years of dedication, what Ms. Hần is most proud of isn’t just sending containers out on schedule—it’s delivering on the service promise, day or night: "In this profession, I’m not afraid of hard work. I’m only afraid of losing the customer’s trust. At Phoenix, we always prioritize quality and precision: do it right, do it fully, and do it transparently", she says with a smile.

"My work starts with receiving booking requests from different sources—foreign companies, exporters, or other forwarders with LCL cargo. I purchase space directly from carriers, schedule pickup and delivery, and plan the loading method to ensure everything is correct and complete. Then I consolidate the shipments into one container, organized and packed properly, before sending it to its destination."

Ms. Han as the Master Consolidator at Phoenix Logistics.  Photo: Provided by the subject.

In reality, each shipment has different physical storage requirements. Additionally, every order comes with its own specific conditions - quantities, handling needs, and delivery destinations, which demand high levels of accuracy and the ability to process complex requests from our company."Some shipments belong to a single buyer but come from multiple sellers, and may need to be delivered to several different destinations - one to Los Angeles, another to Dallas, or even a small parcel to Texas. It’s common to have one consolidated shipment delivered to 5-7 locations. Just one tiny mistake can lead to serious consequences. One small error can send a shipment thousands of miles off course," she explains.

What Ms. Han values most at Phoenix Logistics is the standardized, transparent, and efficient workflow. Phoenix applies a smart transportation management system that allows customers to track the route, container status, and shipping documents anytime, anywhere - using just one unique bill of lading number.

A consolidated LCL shipment project handled by Phoenix Logistics

But technology is only one part of the equation. What matters most is the team behind it - employees who support customers at every step, from order intake, booking submission, shipment tracking, and customs clearance (import and export) to preparing all necessary documents. Phoenix handles the entire process with dedication and responsibility.

"All the customer needs to do is send the information—Phoenix takes care of the rest. My job is to make sure they feel at ease, without wasting time figuring out paperwork or procedures or worrying about risks," Ms. Han shares.

Getting a shipment out on schedule is already a challenge—but earning and keeping the customer’s trust is even harder. For Ms. Han and Phoenix Logistics, every container that leaves the port represents not just a shipment, but a promise kept.