25 November 2025

Meet Sherry Shafaee: Enhancing Northline’s International Customer Experience

Northline’s International Freight Management Operations & Customer Experience Manager, Sherry Shafaee has played a key role in strengthening our international operations and customer service standards. With more than two decades of experience across logistics, supply chain and freight forwarding, she brings a deep understanding of what it takes to deliver seamless, reliable international solutions.

In this Q&A, Sherry shares her career journey, what she loves most about working in logistics, and how Northline’s proactive, customer-first approach sets our international services apart.

How long have you been with Northline? 

I joined Northline in February 2025 and it’s been a great experience so far.

What other roles have you done within Northline?  

I joined Northline as Senior International Freight Management (IFM) Customer Service Support, with a goal to establish clear KPIs, develop Standard Operating Procedures and help enhance the overall service quality.

Just three months later, I was promoted to Operations and Customer Experience Manager. It’s been such a rewarding journey to see how these improvements have positively impacted our customers and team collaboration.

What industries have you worked in before? 

I’ve dedicated the past 20 years of my career to the logistics, supply chain, procurement and freight forwarding industries. During this time, I’ve had the opportunity to work across customer service, operations and sales. For most of these years, I’ve been in leadership roles, helping teams grow and deliver exceptional customer experiences.

Can you describe your role?

In my current role, I manage both the onshore and offshore teams within our IFM department, focusing on streamlining workflows and improving overall service quality.

As Operations and Customer Experience Manager, I work closely with different departments to ensure our customers receive consistent, efficient and proactive support throughout their shipping journey. It’s all about connecting our people, processes and partners to deliver a smoother and more reliable customer experience.

What is your favourite aspect of the business, and your role?

What I enjoy most about my role is the problem-solving side of logistics – finding smart solutions when we come up against a challenge.

I also love seeing our team grow in confidence and capability, both onshore and offshore, as we work together toward shared goals.

Most of all, it’s incredibly rewarding to know that our efforts help our customers’ supply chains run smoothly and make their experience with Northline even better.

What sets our international services apart from our competitors?

What really makes Northline’s international service different is the way we stay connected with our customers throughout the entire process, from start to finish. We don’t just wait for things to happen; we do our best to stay one step ahead.

If there’s even a small chance that something is going off track, we try to prevent it early. If something unexpected does happen, our customers are the first to know — we keep them informed every step of the way.

We’re also big believers in trying new ideas and smarter ways of working to keep improving our service quality. After more than 20 years in this industry, I can honestly say Northline stands out for being proactive, innovative and genuinely focused on making things easier and better for our customers.

What are the advantages of using Northline’s international services? 

The best thing about using Northline’s international services is that you’re not just getting a freight provider, you’re getting a real partner. Our team works closely together to make sure every shipment runs smoothly from start to finish.

We like to keep things simple, clear and stress-free for our customers. What really makes a difference is how much we care, we take the time to understand each customer’s needs and always look for better, smarter ways to deliver great service.