"Every day is a battle that you are either lucky enough to win or have to know how to lose."
To put yourself in the clients' shoes, to understand how they feel, what they need and what they want. Beyond offering a good service, the challenge is to put your heads together and think of the right path, made to measure. Only this way will you build up the type of trust that is long term. Georgina Capelan works with this in mind. In her own admission, “Every day is a battle that you’re either lucky enough to win or have to know how to lose.”
As the newest member of the commercial team, she’s also the one who runs the company’s newest business unit: Depo 20. “I joined to cover a for someone on maternity leave. In those three months we were awarded a contract to handle a goods warehouse and they asked me to manage it commercially. I was a bit scared, but it was my opportunity to shine and grow with the company in something that was new to all of us”, she comments.
With this big challenge to face she became part of a consolidated group, where every executive leads a specific business sector. Containers, General Freight and Planning, and Customer Services and Documentation. Members’ different technical abilities and personalities complement each other perfectly. That’s why symbiosis ends up being unbeatable.
Comparisons are odious, it is said, but sometimes they are revealing. The disadvantage of not owning a port terminal obliges Montecon to coexist with a multiplicity of companies in a shared space, although that same challenge has often propelled the company to make greater efforts and real sacrifices. This is why Montecon says with humility and pride that it has managed to secure 60 per cent of the container business in the port of Montevideo.
"Our external clients, unused to seeing this kind of scenario, are surprised at how well we work in this coexistence and the truth is that we do it very well."
"In January there are cruise ships, fishing boats, livestock carriers, fireboats, freighters, etcetera. Our external clients, unused to seeing this kind of scenario, are surprised at how well we work in this coexistence and the truth is that we do it very well”, she says proudly, laughing. Well rooted in the reality of its circumstances, the company operates with the best equipment, adapted to its conditions of constant movement. “After that it’s all about working from the heart, creativity and a vocation for service”, she adds.
“Logistics are a whirlwind”, says Georgina, “Luckily so, because that is when we have the chance to lead and make a difference to our clients”. The fast pace of activity in a port that works from dawn to dusk, the bad weather that sometimes delays operations and the unforeseen occurrences that can happen to goods, amongst other setbacks, make the commercial department adopt a firm position and guarantee that everything is going to turn out as agreed.
"We always talk about reaction capacities in time and form. The problem is happening here and now, the client is hurting and is losing cargo. Or there’s someone else waiting, because in the supply chain there an x quantity of clients throughout the process, so the hurt multiplies as it moves forward. We already have a rough idea of the possible consequences, and the key is to look ahead at how to resolve matters or mitigate them”.
"Nothing happens by chance, everything is the result of organized work, aiming for concrete results and always of a win-win type with our clients.'
Knowing that at the other end of the phone there is a colleague from Operations, Purchases or Maintenance, ready and willing to give all they’ve got to find an efficient solution, forms part of a mechanism that ends up being successful and thus convenient for the client. “So that’s one job done, one problem solved. Many times internal communication can be very favourable or very unfavourable. For us it is favourable, and that gives us great peace of mind."
Setbacks aside, she stresses the fact that she is in a human group as diverse as Montecon - but which however, always pulls in the same direction. “This way we count on a global vision of the business. In my case, I will always try to knock on the doors of more technical offices in order for them to advise me, either from experience or professional knowledge."
After being in the company for five years, Georgina knows well that “nothing happens by chance, everything is the result of organised work, aiming for concrete results and always of a win-win type with our clients”.
Montecon is the main public-area operator in the Port of Montevideo, not only for containers but also for general freight and freight projects. Its clients enjoy a seamless service that is world class.