When ‘Murphy’s Law’ strikes, all you can do is roll up your sleeves and persevere. That’s exactly what two agents did in El Salvador as the transport plan unravelled. The customer’s experience, however, was positive — there’s a certificate to prove it.
Earlier this year, a Task Force of the US Army arrived in El Salvador on a humanitarian mission ‘Beyond the Horizon 2011’. During the deployment of their tools and equipment, they faced all manner of issues with their cargo: some units were wrongly routed to different ports; some rolling of cargo occurred during the trip at the transhipment ports due to lack of space availability; and when the units did finally arrive at the end destination of the Port of Acajutla, the ship’s crane to discharge the last container broke down meaning this unit had to be sent to the next port on the rotation to be discharged and then shipped back to Acajutla on the next available vessel.
In spite of all of those problems, Joselyn Gutierrez from Acajutla Operations and Paola Quintanilla from Customer Service at the San Salvador office, were in constant contact with the customer, providing follow up and feedback to mission representatives at destination. Joselyn and Paola persistently chased the origin offices and connection ports in order to find the outstanding units — and maintained continuous communication with the customer.
Dedication, untiring effort, selfless service
In the end, all units were delivered as expected, while special equipment and additional documentation was coordinated and provided to ensure clearance with port authorities.
This summer, when the humanitarian mission ended, as an act of gratitude each of them received a Certificate of Appreciation from the Military Surface Deployment and Distribution Command (SDDC) branch of the US Army. Signed by the Commanding Officer, it read:
‘In recognition of your exceptional service to the 832nd Transportation Battalion, Cape Detachment (SDDC) mission during Beyond the Horizon-11 El Salvador. At the Port of Acajutla, your dedication, untiring effort and selfless service have been indispensable, and have contributed significantly to the Port Reception and Clearance of critical need equipment for the Task Force mission. Thanks for your continued support!’
Joselyn (top right) and Paola played a key role in the humanitarian mission