We talk to Kerry Massink, one of our key account team members, about why it’s crucial for her to work in an environment where everyone genuinely looks out for each other, and how she enjoys her job because no two days are the same.
Number of years in the industry?
33 years. I joined PFE 10 years ago in March.
What’s been your journey getting to where you are today?
I ventured into the industry at the age of 17. A local freight forwarding company, during my final year, contacted my school offering a junior office position. I decided to apply, so I sent in my application. They responded quickly and invited me for an interview that Saturday morning. Surprisingly, by Sunday afternoon, I was already offered the job. It all happened in a flash!
The company specialised solely in footwear imports. I stayed with them for a substantial period, around six to seven years. Toward the end of my time there, my responsibilities expanded to overseeing imports from Brazil, which was a significant source of footwear back then. My role included managing the entire process, from overseeing loading procedures to handling customs clearance and facilitating the delivery of all Brazilian imports.
After my time there, I decided to explore the other side of the industry and joined a shipping line for about six months. However, I didn’t enjoy it, which is why my stint was relatively short. The lack of variety in the work was a major factor. Subsequently, my former employer contacted me and asked me to rejoin their team. I returned and took on the role of office manager.
During my second stint, I introduced new systems and revamped various aspects of the operation. By then, I had gained experience across various trade routes, including the Far East Asian route. As the company expanded, new team members joined, and I started teaching them about all the details involved in these trade routes.
After my time at the footwear specialist, I was sought out by a freight forwarder that had recently secured a significant footwear account. This was another five-year phase in my career. Later, I made the transition to PFE. The accounts were beginning to feel all the same, so I thought I might enjoy working for a bigger freight forwarder. Coincidentally, I had been at school with Ian Turner, a colleague at PFE. I asked Ian if there were any job opportunities at PFE, and he suggested we meet and discuss it. A position had come up focusing on one of PFE’s key accounts, and I was really pleased to get the job and join the company. Initially, it was just me working for the directors on the account, but over the years, several other people have joined the account team.
What does your role at PFE entail?
The starting point is when our customer initiates orders for their factories situated in the far east. I then input these orders into our system. When the goods are prepared at the origin factories, they contact us to tell us those goods are ready. My responsibility involves ensuring everything is ready on time and confirming the accuracy of the order size. Once confirmed, I communicate the green light to the supplier and authorise the relevant loading port for dispatch.
For orders that aren’t full containers, my job is essentially a container planning process. This involves assigning orders to containers to optimise capacity utilisation. This often requires a phased approach to ensure maximum loading efficiency. Essentially, my role centres around streamlining shipments to be both as cost-effective and efficient as possible.
In the course of my work, I also do a lot of troubleshooting, I identify potential issues and preemptively resolve any matters that need attention. The goal is to foresee challenges before they happen and rectify any hiccups that come our way.
What’s been the best thing about your career?
That not every day is the same. You might be dealing with the same orders, and you’ve got the same procedures to follow, but there’s always very different problems to address and to solve. I found working for the shipping line very monotonous. So it’s the opposite of that. I come into the office every day and think, “what’s going to happen today?” Working with numerous origin factories means encountering some recurring issues, but occasionally, you stumble upon something entirely new. Take the incident when the ship got stuck in the Suez Canal, for instance – that was a first in my 33-year career. And the pandemic, of course!
The best thing about working for PFE is the fact that despite it being a big company, it still feels like a family. Because of my own family’s business background, I always wanted to go into a family firm without actually working with my own relatives – I wanted to prove I could carve a career on my own merits, rather than rely on family. I always wanted to work for a company where people genuinely care about each other. The care and concern that everyone shows for one another at PFE is what is important to me.
What makes PFE different from the rest?
PFE’s approach to customer service is that only the best is good enough. Our aspiration is to continually push for excellence. Because of our high service standards, we have a very solid relationship with the account customer that I look after. It makes working together so much better when there’s a good understanding and good relationship. It means when there are challenges that need resolving, everyone can pull together effectively to solve the problem.
Despite the company growing so much in recent years, everyone still cares about each other. That matters, given how much time we spend at work – often more than at home. It’s crucial to be in an environment that’s nurturing and where everyone genuinely looks out for each other. My own son has also joined PFE, and I’m content knowing he’s in good hands. I’m confident he’ll not only be well taken care of but also gain valuable skills and knowledge along the way.
What are three words that describe PFE?
STRONG
DEPENDABLE
AGILE
Agility is right at the heart of our company ethos, and it’s a value we hold in high regard. It’s all about being able to swiftly respond when you are thrown a curveball – like the situation with COVID, for instance. Our approach is simply this: when faced with a challenge, we ask ourselves, “What changes do we need to make to keep things moving?”
Here at PFE, we’ll throw everything at the situation, whether it’s systems or people or equipment. We don’t just ignore the problem. We’ll do what we can to fix it, so that we continue to provide a good level of service for our customers.
What’s next for you at PFE?
I’m always keen for a new challenge. Just as I mentioned earlier, I have a real appreciation for change and variety, so whatever new challenges there are, I’d like to be involved.
I would like to grow within the company as PFE continues to expand. Every time a new team member joins us, I enjoy showing them the ropes – helping them understand the role and what all the procedures are. It’s quite nice to guide new people through things. I really enjoy doing that.
Who was your childhood hero and why?
It would be my dad. His strong work ethic left a lasting mark on me. He was a real grafter, always putting work first. Starting with a home-based printing business, he built it up step-by-step, from a shop to eventually taking over larger printing spaces. Sadly, he passed away about ten years ago. Today, my brother oversees the family business and is taking it from strength to strength, but it’s my dad who paved the way. I have always wanted to work. Even if I won the lottery, I would still go into the office. (maybe to make the tea and have a chat) I couldn’t be sitting at home and doing house work, no matter how much money I had!
If you could only eat one meal for the rest of your life what would it be?
Lasagne, without a doubt. I cook it myself and make a batch to last a couple of days. Our Sunday tradition involves switching between lasagne one week and a roast the next. If I was being offered a full blown meal though, I’d start with some Calamari with garlic dip. For the main course, it’s got to be a medium rare steak served with skinny fries and a side salad. And for dessert, I’m torn between Eton Mess or a cheesecake topped with strawberries.
What’s your favourite movie?
I’ve got so many favourite movies, and they all have a similar theme. If I had to pick just one, I’d say ‘Australia’ is my favourite. And of course, having Hugh Jackman in it doesn’t hurt – I’m a big fan! The story’s centred around Nicole Kidman’s character, who starts off as a proper, self-centred lady, falls in love and changes to become somebody that cares about people. It makes me cry (happy tears) every time I watch it. Australia is an example of the kind of film I like, where good people always come out on top. They’ll go through hardship, but come out the other side and win in the end.
