In this edition of Logistics and Beyond, we speak to Debbie Baker from ISS Global Forwarding South Africa. In this issue, we speak to her about her journey in Logistics. She also sheds light on ISS Global Forwarding's setup across the globe.

Besides being a top-notch logistician, she is also very witty and communicative. We learn about the African market and how being a part of the ISS group has helped them grow in the region. In conversation with Debbie…

PL-Alliance: You have worked with ISS for over a decade. Can you tell us more about your journey of getting into logistics, particularly project logistics?

Debbie Baker: I have always been associated with some form of logistics. I started in local road transport logistics and then moved on to a company that did local and international transport logistics. After that, I joined a big freight forwarder where I started working with Giuseppe, our chairman. We have been working together for many years, and he has taught me a lot. I enjoy the challenge that the logistics industry brings, especially in these current times. I don't think anybody stops learning in logistics; there are always new challenges and new things to learn, which is why I think I have stayed in this industry for so long.

I started working for Global Logistics Alliance in March of 2010, and then in May 2019, we joined the ISS network. My journey in projects started when I joined Global Logistics Alliance. It started as a freight forwarding company doing imports, exports, warehousing, and customs clearance. When we first started, we did not have a projects department. The projects department came about after we successfully completed our first solar project. Since we started, we have handled 21 projects which I feel is a great achievement given that we did not come from a project's background. The journey has not always been easy and has come with many challenges. I, however, believe we have managed to overcome these challenges due to a strong and dedicated team that prides itself in the service we offer to our clients. Joining the ISS Group has added even more expertise for us in the field of projects all around the world. It's been exciting, and I am very excited for what is to come.

PL-Alliance: ISS Global Forwarding is one of the leading project logistics companies all worldwide and is continuously expanding. Headquartered in Dubai and owning offices in almost all the major cities, how do you handle client requests? Can you elaborate on the organizational structure of the ISS Global Forwarding? What is the vision for the next few years?

Debbie Baker: We receive requests from clients through various channels. We receive requests from the PLA network as well as from our various offices around the world. We have also managed to secure various clients based on current relationships and trading customers. I think this is always a good way to obtain new business. Having offices all over the world allows us to offer clients the best service, advice, and expertise in a particular country. It has always been the main aim of ISS, to become a global player and a preferred agent for general freight forwarding as well as project logistics.

We've managed to open 23 offices in only three years, which I believe is an outstanding achievement. Having experts on a global scale within the company also offers our clients confidence that we can offer them a global network, door to door service and local expertise. We can offer tailor-made solutions for our clients based on their specific needs and requirements.

ISS Global Forwarding is working towards expanding our project network further with a focus on Africa and various project fields outside our portfolio. I think the only path for growth is to be able to diversify.

PL-Alliance: Logistics has been hitting one rock after another in recent months, pandemic and now the war. How has this affected business? What does your day look like?

Debbie Baker: My days never go as planned. That's where my grey hair comes from (laughs). It really has been a challenge; when Covid first hit, managing client expectations was not easy. All operations suddenly stopped overnight and getting information from the various parties like the shipping lines and ports was not easy. They also did not know for a while what the next step was going to be. The most challenging thing was to keep the clients updated. I think that's where customer service and client relationships became essential. We take pride in the fact that we have long-standing customers with whom we have built up an honest and good relationship over the years. It definitely helped in these difficult times as the trust was there that we had their best interests at heart.

But as you can imagine, it was also a very challenging and stressful time for the clients. I think it was very important for us to understand the customers circumstances during this time and offer flexibility where possible. It has been an incredibly trying time for everybody.

Just when we thought things were finally going back to "normal", Shanghai implemented a second hard lockdown, and the war is adding to our everyday struggles due to enforced fuel surcharges which has resulted in additional increases and suspended services. We have learned to become survivors of our times and being openminded is the key to our current success. We tackle one day at a time as we don't know what new challenges tomorrow will bring.

With the global challenges that COVID has brought to our industry, clients are paying exorbitant costs for logistics. Clients are therefore under huge pressure, and I think it is very important for us to see things from the client's point of view. We need to do all we can to minimize the stress for our clients and assist them in any way necessary. More importantly, it is essential that we keep providing a high level of service to our clients. After all, we are selling a service at the end of the day, and if we aren't providing a client with the service, what are we providing them with? In logistics, we face a lot of situations that are totally out of control. The only control we have is to keep the clients updated and inform them in good time of what is going on; this will allow them to manage the expectations of their own customers.

My day ends in the evening when I plan for the next day; however, by 9 o'clock the next morning, my goals from the previous day are totally out the window (laughs). You can plan everything to the last detail, however there is always a chance that plans change. We are always going to be faced with challenges; how we handle these challenges is what's important and sets us apart from the rest. 

In truth, logistics is a crazy industry with has been exacerbated by the challenges in the current market. However, I am proud of what we have done and how we've managed to maintain our clients over this challenging period. There is light at the end of the tunnel as we have managed to secure new business in time and continue to grow.

PL-Alliance: The South African logistics sector supports the second-largest economy on the continent and is relatively sophisticated. Local and international companies use South Africa as the gateway for their operations in Africa. Do you think the development of other major ports in the surrounding countries will change this dynamic?

Debbie Baker: From South Africa's perspective, we have a lot of transit cargo going into Zimbabwe, Zambia, South of Congo, Botswana to only name a few. With other port developments, we will be affected by the development of other major ports in surrounding countries. Various investments have been made in the ports of Beira, Mozambique, Walvis Bay, Namibia, and other parts of Angola. Investors are looking to handle more transit cargo as well as open new corridors into Africa. This will affect the volumes of transit cargo via Durban. Durban port is, however, always trying to improve the workings in the port to avoid problems due to congestion.

There is huge potential in developing various African countries and new business to be gained. ISS Global forwarding has a good solid footprint in Africa, and our customers have the peace of mind that they are dealing with a company with a good reputation and outstanding expertise that can handle their cargo.

PL-Alliance: Logistics in the past has always been a male-dominated industry, and women in the business need to have a solid and determined nature. Can you tell us if the environment is different for a woman in logistics and if yes, how? What would be your advice to other women in this field?

Debbie Baker: Logistics has recently seen a surge of incredible woman entering many pioneering positions such as seafarers, port staff and becoming specialists in the field. My advice to other women is to always be confident and believe in your potential to make a difference.

PL-Alliance: What are the future projects that ISS ZA is preparing for? What does the year 2022 look like?

Debbie Baker: I am very positive about 2022. It has started well for us by securing a new CSP Project. There is also a lot in the pipeline regarding renewable energy projects. Our focus for the year ahead is to continue to work on new projects and provide our current clients with the service we can be proud of. I am sure there will also be a lot of challenges, but we will be ready to tackle them one at a time.

Related links

Website ISS Global Forwarding
LinkedIn ISS Global Forwarding