www.bifa.org


Apprentice Profile Putting the customer first


Sarah Griffiths, a runner-up in the Apprentice of the Year category at the 2019 BIFA


awards, has found the course to be invaluable in helping her do all she can for customers – which is what logistics is all about


BIFAlink


Unlike many apprentices, Sarah Griffiths was not new to her chosen industry. She had already been working at DPD for about two years as an international solutions coordinator when the opportunity of doing an apprenticeship with the company arose, and she was confident that it would help her to develop her knowledge and progress in her career. “It has definitely been useful,” she said. “The


apprenticeship has five modules: general freight, Customs, customer service, business and accounting, and a pathway of your choice. “I went for ocean freight as my pathway,


because this was the part of the business that scared me the most. I did not know as much about it as I did about other aspects of freight, but now I understand it better so I do not need to defer to a colleague when a customer has a query.”


BTEC course Sarah also completed a BTEC course as part of the apprenticeship, which gave her a valuable opportunity to get out of the office and meet other forwarders. It is certainly been a busy time for her. “I have


had to juggle my job, the apprenticeship – and I got married in June, so I also had a wedding to plan,” she revealed. “It has been challenging but DPD has been very supportive. I did my last exam on 20 February and I feel like I am relaxing now.” Sarah is more than happy to share her


August 2020 YOUNG FREIGHT


FORWARDER OF THE YEAR AWARD SPONSOR


Following the announcement of finalists and winners in January, BIFAlink profiles the successful individuals in the Apprentice of the Year and Young Freight Forwarder categories. For your chance to shine start thinking about your submission for the 2020 BIFA Freight Service Awards, go to www.bifa.org/awards


experience with other apprentices. The format of the apprenticeship has changed, she noted, but the material is similar so she is able to help a colleague who has started the course, for instance. Other members of the team who are new to the role and not doing the apprenticeship are also benefiting from Sarah’s knowledge. “Recently I have been promoted to the role of


international solutions specialist and I am very happy in my current role. It is great to be able to pass on experience – but I like being physically involved in the job so I do not think


pure training is really for me.” The international solutions team supports the


DPD parcel network, she continued. “If the parcel network cannot do something, or


if something has not gone to plan, we step in and solve it. Our team works with third-party suppliers to find the best solution for the customer, whether it is a question of cost or urgency, or something else. “We can make all the necessary arrangements


to ensure goods arrive on time. We also monitor the shipment from collection right through to delivery for the customer.” Putting the customer first is all in a day’s work


for Sarah and the team. “We have to be customer-centric,” she


emphasised. “If we are not doing all we can for our customers, they will not come back to us. It is simply about doing what is best for them, but it is nice to get feedback. One customer even said to me, ‘Thank goodness DPD have you’. “Of course we are just doing our job, but it is


always good to know that people are very happy with the service.”


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