What is your role at VPD?
Marcelo: “I am Team Leader of the Back Office / Customer Service. At the end of March, it will be exactly one year since I took on this role. I am responsible for the operational side of the back office and report to our Operations Manager. It’s a fast-moving environment: new clients, new procedures… you never stop learning. But honestly, I believe we are doing a good job.”
From hospitality to logistics
What did you do before this role?
Marcelo: “I worked in the hotel industry and tourist rentals. Fifteen years in customer service, always dealing with people. In fact, my current role perfectly combines my previous experience. In hospitality, everything revolves around service. Here in logistics, everything revolves around finding solutions when something goes wrong. The foundation is the same: helping the customer and calming the situation. Also, my father was a truck driver, so I grew up around logistics. It feels familiar.”
What is the biggest difference between hospitality and logistics?
Marcelo: “In a hotel, people don’t always call with a problem. Here, they almost always do. You rarely receive a call to say everything went perfectly. About 85% of our contacts are complaints or difficult situations. That’s the reality. But the basics remain the same: stay calm, listen, and find solutions. Sometimes you need to ‘take it’ for five minutes. The back office sits at the centre of everything. If something goes wrong at the depot, in planning, or with a driver, it comes to us. It’s not always easy. But I’m lucky to work with a strong team.”
Staying calm as a core principle
What is your main rule when dealing with an angry customer?
Marcelo: “Stay calm. We must remain neutral between the customer and the driver. Sometimes the customer isn’t entirely honest, sometimes it’s a misunderstanding. You have to look at the facts without emotion. You do get insulted at times. It’s not pleasant. But if you start shouting as well, it doesn’t help at all. We have a strong team and we remain professional.” Have you changed anything since joining?
Marcelo: “Mainly in communication. Using positive, calming language. Structuring conversations, even in difficult situations. You can give tips on how to guide a conversation. But empathy and patience also have to come from within. You can’t fully teach that. I’ve learned from my team, and they’ve learned from me. That’s how a team grows.”
Have you changed anything since joining?
Marcelo: “Mainly in communication. Using positive, calming language. Structuring conversations, even in difficult situations. You can give tips on how to guide a conversation. But empathy and patience also have to come from within. You can’t fully teach that. I’ve learned from my team, and they’ve learned from me. That’s how a team grows.”
We are the face of VPD when things go wrong
What is the difference between good service and outstanding service?
Marcelo: “Good service is doing what was agreed. Nothing more, nothing less.
Outstanding service is when someone goes the extra mile. Just last week, a customer had a ground-floor delivery. She was alone and started crying. My driver spontaneously offered to carry the delivery up to the third floor. That’s not required. We’re not paid for it. But to me, that’s exceptional service. At the same time, we have to stay realistic. We carry out two thousand deliveries a day. If we make exceptions everywhere, drivers would be getting home at midnight every day. It’s always a balancing act.”
What is the importance of good customer service?
Marcelo: “We are the link between VPD and the customer. When a delivery goes wrong, we are the first point of contact. If we don’t respond professionally, it affects the image of the entire company. I strongly believe in the human aspect. Customer service cannot be fully automated. Sometimes you need to think outside the box to find a solution. A computer can’t do that.”
No hierarchy, but respect
How would you describe the culture at VPD?
Marcelo: “It took me months to figure out who the ‘managers’ were. No one puts themselves above others here. It’s almost like a group of friends. People simply want the work to be done well. People are given opportunities. If someone is struggling, they’re not pushed aside but moved into a role that suits them better. Here, you’re not just a number.”
What motivates you every day?
Marcelo: “My team. The extra hours I put in are not for the company, but for the people around me. What you do for someone comes back to you. That’s what motivates me.”
How do you see your future?
Marcelo: “At VPD. I’ve seen that commitment is rewarded here. I’m a hard worker, so I’m confident that it will pay off.”
Why should someone apply to VPD?
Marcelo: “After just two days, you can feel it. The team spirit is real. It’s a family-like environment. I know that sounds cliché, but it’s true. That said, you shouldn’t come here if you’re not willing to work. You need to put in the effort. But you are heard. You’re not just a number.”