People behind the paperwork – why freight forwarding is still human at heart

When most people think about logistics, they picture containers, trucks, and tracking systems – not the people behind the screens making everything happen. But freight forwarding isn’t just about data and documents. It’s about decision-making, judgement, problem-solving and communication. At Green Leaves Logistics, the real value often comes from the person on the other end of the phone or email – the one asking the right questions, chasing the right details, and quietly stopping problems before they begin.

We spoke to Chris McDonough, one of our Multimodal Account Coordinators, to dig into what really happens behind the scenes.

It’s never just A to B

A typical day might sound straightforward: help customers move goods from one place to another. But as this team member puts it, “It’s about making sure cargo gets from A to B with little to no hiccups.” That means tracking updates before clients ask, chasing third parties for answers, and managing the moments when plans change.

Sometimes, shipments are genuinely unusual… One standout example involved a set of urgent divorce papers that had to reach Scotland in time for a court case. It started as a straightforward same-day job – but quickly turned into a logistical relay in the early hours of the morning. The first driver broke down. A second was sent to meet them and collect the documents – only to have their vehicle fail too. By the time a third driver was dispatched, the team was already into the small hours. When that vehicle was then involved in an accident, a fourth driver had to step in. Through all of this, Chris stayed calm, kept everyone informed, and made sure the papers were delivered before the court doors opened. It was a night of setbacks and quick thinking – a good example of how even small shipments can become high-stakes when timing really matters. 

But more often, the complexity is in the detail: collections that shift, paperwork that’s slightly off, drivers who are running late. Success lies in knowing what to expect and what to do when it doesn’t happen.

Complex doesn’t always mean big

Not all challenging jobs involve oversized freight or international movements. A single small shipment can become high-stakes when it’s urgent, time-sensitive or emotionally charged. Having someone experienced keeping an eye on the moving parts – and not just clicking ‘book’ and hoping for the best – makes all the difference.

The tools of the trade

Everyone has their favourite tools and rhythms. For this team member, it’s email for planning, phone calls when speed matters, and a strong preference for coffee over tea. “Probably the morning – after my seventh coffee” is their ideal time to get things done. And the acronym used most? ETA. No surprises there.

Sustainability is part of the job

We asked Chris what eco-friendly logistics means in day-to-day work. His answer? “It means what it says on the tin.”

For him, sustainability shows up in the decisions made throughout the day – like choosing an electric or hybrid vehicle when possible, or arranging collections that reduce unnecessary journeys. It’s less about big declarations and more about small, thoughtful choices that reduce impact.

In freight forwarding, that’s where sustainability often happens – in real time, on real jobs.

Because we care (and mean it)

When asked what makes Green Leaves different, the response was immediate: “The slogan ‘Because we care’ isn’t just a slogan. Green Leaves cares – full stop.” That ethos runs through every part of the job – from how delays are handled to how customer questions are answered.

So yes, there’s a lot of tech in modern freight forwarding. But it’s still people who make it work.

And sometimes, they make it work at 2am, with their eighth coffee in hand.