Vibha Mehta and Maria Dos Santos, Manager—Air Services at Modern Freight Company, have a candid chat about why Maria chose a profession that was unexpected and how she has been thriving in the industry…
When Maria Dos Santos moved to Dubai in 1999, she started working as an office junior at the airport office of Modern Freight Company and a time of shorthand minute-taking handwritten ledgers, airway bills, shorthand minute-taking, typewriters, fax machines, and practical problem-solving. Under the guidance of the late Mr Sarkis Mamprelian, Maria gained extensive knowledge and experience in airfreight forwarding by starting from scratch.
Maria learned and matured in the DAFZA air freight industry via her self-belief and determined mindset, growing alongside the UAE as it became the global phenomenon it is today. Additionally, she was committed to MFC and worked up to become the Airfreight Manager. She gained practical experience in all facets of airfreight, which is uncommon in today’s world.
“The logistics industry is all about finding solutions to challenges, with a win-win situation. It pushes you to think harder, work with the resources you have on hand, under pressure, and find a way to come out successfully,” shares Maria Dos Santos, Manager – Air Services at Modern Freight Company.”
Setbacks
Maria considers herself lucky to have experienced a few setbacks but would like to bring up a specific instance. At the time, men appeared to dominate the logistics industry, and women were not trusted to attend meetings, participate in discussions, or make decisions. Maria continues, “I recall being asked to accompany my senior male colleague to a client meeting because my superiors were not entirely certain I could conduct the meeting effectively. This made me feel incompetent.”
Not wanting to repeat, she discussed this internally and got herself another opportunity on another occasion. The meeting was a massive success because Maria ensured she was even more prepared than usual and went ahead. This demonstrated that thanks to their superior negotiating abilities, women could and would manage every aspect of business just as successfully as their male counterparts.
Satisfaction At Its Peak
Since satisfied customers are the ones who stick with you, customer satisfaction is crucial in the logistics industry, which is a service sector. Clients trust you with their shipments, particularly the intricate and urgent ones that can’t afford delays or issues. “The team and I just click into action and get the job done on time without fuss; that’s when the pressure is on, and the customer doesn’t believe you can do it. The best feeling is seeing the smiles on their faces,” Maria remarks.
The second-best thing is that when clients return, you establish yourself as a reliable partner. At that point, you become an integral part of their team, and they value and acknowledge you. This helps the team tremendously and keeps Maria motivated.
Shifts In Representation
When Maria joined this industry 25 years back, only a few women were in prominent roles, and not many handled live operations. But today, one can see women calling the shots, taking important decisions at workplaces, holding big titles, and being available 24/7 if the job calls for it. “So, yes, there has been a shift to some extent.” Maria continues. “We have many women donning the entrepreneur roles and starting their own logistics companies, offering consultancy services and advice. It’s amazing to see women rise higher, cross the high bars they have set for themselves and make a difference.”
Trends in 2024
According to Maria, automation and digitalization are garnering great speed, and companies are investing more time and money for cost-effective results and more efficiency. Additionally, more customers realise that customer service is more important than ever in these very fluid and challenging times. “The return to personalised service is encouraging to see as customers realise the benefits to working with experienced people from A through the shipment, compared to trying to speak to someone at a help desk,” adds Maria.
As the importance of sustainability grows, more and more businesses are putting pressure on supply chain logistics providers to join the movement and demonstrate that they are living up to their promises. Finally, but just as importantly, a growing number of women are running businesses and teams. “They are introducing a new dynamic to leadership and demonstrating what we already knew—that followers are led by content rather than gender, ” says Maria.
Looking Forward
Due to their self-motivation and desire for success, women continue to rise faster than predicted. They have a natural ability to empathise and are excellent multitaskers. These attributes foster growth by assisting one in making wiser decisions. Maria says, “We will see more women in leadership roles, forming partnerships, and receiving recognition. We observe women operating forklifts and trucks in other areas, and it won’t be too long before we see them working at these jobs all over the region.”
Golden Words
“Logistics is an enriching experience that teaches you to work bigger. If you are a self-fuelled individual who wants to think out loud, go beyond your boundaries, and question yourself ‘WHY NOT and WHY NOT I’, then there is nothing stopping you from reaching your top and enjoying it all. There is nothing a woman can’t do in logistics—all it requires is grit, self-belief, and determination.”
