Most of us rarely think about the logistics behind the products we encounter in everyday life. Neither did Ena Bahtiri. Today, she works in transport planning at Tempcon Klimat-Transport in Helsingborg – at the heart of an operation where a single keystroke can have consequences, and where a good day is often defined by all the things that never became a problem.
“Before I started working in this industry, I had no idea how much is constantly in motion. You go into a shop and buy something, but you don’t think about everything that has happened behind the scenes to get it there.”
Every day, Ena handles customer bookings and ensures that the right information reaches the transport operators carrying out the deliveries. Her role also includes customer service, claims and managing deviations when reality does not quite follow the plan.
In temperature-controlled logistics, even a small detail can make a significant difference. An incorrect date can place an order in the wrong month, while an incorrectly entered temperature can result in frozen goods being booked as chilled.
“All it takes is one small keystroke. Suddenly, the order might be in the wrong month. Or you might accidentally book it at the wrong temperature.”
A new industry – with experience that carried over
Before entering logistics, Ena worked as a makeup artist, including preparing brides for their wedding day. After studying to become a Sustainable Logistics Specialist in Malmö, she secured an internship at Tempcon Klimat-Transport – and stayed.
Her studies gave her a broad foundation. But much of what she knows today has been learned through the realities of the job.
“What you learn at school doesn’t even come close to real life. There’s a lot to remember, but I’ve had great mentors, colleagues and supervisors around me.”
At the same time, the skills she developed in her previous career have proved surprisingly relevant in logistics.
“I brought the service mindset and the experience of working with people with me. Knowing how to respond to both criticism and positive feedback, solve people’s problems, understand what they need and help reassure them.”
When the plan meets reality
A large part of the job is about keeping planned transport flows running as they should. But an accident can close a road, a delivery can be delayed, or a pallet can arrive damaged or with a temperature deviation.
When handling claims, Ena may need to review temperature logs, consignment notes and other documentation to understand what happened and determine where responsibility lies. From there, quick decisions may be needed about how the goods should be handled.
“Sometimes you don’t have all the information you need, but you still have to make quick decisions. Should the pallets be sent back? How can we try to save the goods? Things can move very quickly, especially towards the end of a Friday or when the products have a short shelf life.”
It is also a reminder of how much of logistics happens beyond the transport itself. Every vehicle is surrounded by information that needs to be accurate, documentation that needs to be traceable, and people who need to assess situations and make decisions along the way.
When circumstances change
Not every problem can be solved. If a road accident closes a route for several hours, the delivery is likely to be delayed. At that point, the job becomes one of limiting the consequences and giving the customer the information they need to plan around the new circumstances.
“You have to try to stay ahead and let customers know before they have to start chasing their delivery themselves. It’s usually much better for them to hear it from us than for it to get to four o’clock, they’re about to close, and the goods still haven’t arrived.”
For temperature-sensitive goods, a delay does not necessarily mean that the temperature has been compromised. As long as the refrigeration unit is operating correctly, the required temperature can be maintained even while the vehicle is stationary. The delay can still have consequences for the customer, however, which makes timely communication essential.
A good day doesn’t have to be problem-free
When Ena describes a really good day at work, she does not mean a day when nothing unexpected happens. It is a day when bookings have been processed as they should, questions have been answered, and the problems that did arise have been handled well.
Much of a transport planner’s work happens behind the scenes and is perhaps most noticeable when something goes wrong. When bookings are correct, information reaches the right people and deviations are managed effectively, there is rarely any reason for the customer to think about all the work behind the transport.
For Ena, three years in the industry have made that work visible. What was once simply a product on a shop shelf is now also a flow of transport, information and decisions. And, perhaps above all, a chain of people who need to work together every step of the way.
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