1. Interview Project Kendall Sanders April 14, 2011

2. Meet my Mom: Shelly Sanders Shelly Sanders Eastbound Customer Service Representative at Independent Container Line, Ltd. (ICL) Eastbound Customer Service Representative at Independent Container Line, Ltd. (ICL)

3. ICL as a Company ICL is a World-Class steamship line, providing international container transportation between Northern Europe and the East Coast of the United States. ICL is a World-Class steamship line, providing international container transportation between Northern Europe and the East Coast of the United States.

4. My Mom’s Employment with ICL She’s been in her current position for only three months, but she’s remained in the company for approximately 10 years at various capacities. She’s been in her current position for only three months, but she’s remained in the company for approximately 10 years at various capacities.

5. The Hiring Process my Mom endured Three separate interviews with different levels of management. Three separate interviews with different levels of management. Written aptitude tests Written aptitude tests Drug screening test Drug screening test

6. Major Duties and Responsibilities Booking export freight via Chester, PA, and Wilmington, NC, on vessels varying in size that are on a weekly sailing schedule to the European Union (EU). Booking export freight via Chester, PA, and Wilmington, NC, on vessels varying in size that are on a weekly sailing schedule to the European Union (EU). Adhering to all rules and regulations set forth by US Customs, EU Customs, EU requirements, piers, DOT, Hazardous cargo requirements, etc. Adhering to all rules and regulations set forth by US Customs, EU Customs, EU requirements, piers, DOT, Hazardous cargo requirements, etc.

7. Eastbound Customer Service Representative Training 25 hours of training/class in hazardous cargo handling requirements in the United States and European Union. 25 hours of training/class in hazardous cargo handling requirements in the United States and European Union. Learn, and master, the systems imposed by the company, federal and state governmental agencies, and well as different pier requirements. Learn, and master, the systems imposed by the company, federal and state governmental agencies, and well as different pier requirements.

8. Satisfaction? Dissatisfaction? SatisfactionDissatisfaction Unique and interestingDealing with issues that cannot be helped, like weather and natural disasters Constantly changing, and having to learn new systems or requirements Most business is handled electronically Speaking with people from all over the world, and helping them get their freight moved.

9. Sources of Stress Having every task measured against very high standards that my Mom has to adhere to. Having every task measured against very high standards that my Mom has to adhere to. Handling weather, or natural disaster, situations. Handling weather, or natural disaster, situations. Dealing with accidents. Dealing with accidents. Remembering each requirement involved in moving cargo. Remembering each requirement involved in moving cargo. Using new computer programs to accomplish daily tasks. Using new computer programs to accomplish daily tasks.

10. Motivation Knowing everything is always being observed, and measured. Knowing everything is always being observed, and measured. Self-satisfaction in knowing she did her job to the best level she could do for herself, her company, and her customers. Self-satisfaction in knowing she did her job to the best level she could do for herself, her company, and her customers. Just like many others, money is a source of motivation.. Not only money, but the “perks” that are included with her job. Just like many others, money is a source of motivation.. Not only money, but the “perks” that are included with her job.

11. Work Evaluation and Drug Testing Each employee, including my Mom, is formally evaluated in a private meeting every quarter by their immediate supervisor. Suggestions from both the subordinate and the supervisor on how to improve ICL are taken into account during these meetings. Each employee, including my Mom, is formally evaluated in a private meeting every quarter by their immediate supervisor. Suggestions from both the subordinate and the supervisor on how to improve ICL are taken into account during these meetings. Drug testing is only done at the time of hiring. If a supervisor deems it necessary, then a random drug test will take place. Drug testing is only done at the time of hiring. If a supervisor deems it necessary, then a random drug test will take place.