CEO of PAM Cargo - Nguyen Quoc Dung: "Trust is the core element in the logistics industry; we are committed to ensuring our customers always receive the best service."

Over the past decade, PAM Cargo International has transformed from an emerging logistics company into a leading name in Vietnam, solidifying its position and reputation despite the industry's many challenges. In an interview with VLR magazine, Nguyen Quoc Dung – Founder, Owner, and CEO of PAM Cargo – shared insights on navigating challenges, lessons from both success and failure, and the growth strategies that are propelling PAM Cargo toward global markets. With a commitment to transparency and sustainability, PAM Cargo aims for a safe, reliable, and promising future.

1. Could you share the journey of building and developing PAM Cargo over the past 10 years? What has helped the company to persist and grow steadily?

Mr. Nguyen Quoc Dung: The ten-year journey of PAM Cargo has been filled with the full spectrum of experiences – from successes to failures, and moments of pride as well as hardship.

Since I started in forwarding and logistics over 20 years ago, progressing from a documentation officer at a Taiwanese company to the representative director for a German company, I absorbed the working style of multinational corporations. This exposure shaped my work ethic and understanding of operational effectiveness. So when I decided to carve my own path by founding PAM Cargo in early 2014, I developed a strategic plan to build PAM as an international brand with a professional work ethic, extending from employees to top leadership. To globalize the PAM brand, I made great efforts to negotiate with many old friends and partners in various countries to start PAM Cargo together. Today, after 10 years, PAM Cargo’s name is present in over 10 countries, including Indonesia, UAE, Germany, Italy, France, Switzerland, Austria, Portugal, Hong Kong, and Bangladesh. This network has enabled PAM Group to access a diverse range of customers, including major corporations in Europe and the United States.

2. What have been the most important milestones marking PAM Cargo's growth?

Mr. Nguyen Quoc Dung: With limited initial capital, PAM Cargo Vietnam’s first year focused on import services, primarily on routes from China to Vietnam and other short-haul Asian routes with manageable costs.

Once we built a full staff, we expanded by introducing SEA-AIR combined transport services, viewing it as a strategic product to establish our brand. Today, I can proudly say that PAM Cargo is the number one provider of SEA-AIR services in Vietnam, with a steady client base that includes both shippers and major forwarders.

The U.S. market, however, was a different story. Most of our target clients in the U.S. were initially reluctant to cooperate, as American business culture tends to favor partnerships with U.S.-based companies. Nevertheless, PAM Cargo and our team remained steadfast in our goal. In 2020, as COVID-19 significantly impacted logistics and forwarding, new opportunities opened up for PAM Cargo in the U.S. Many American companies we had previously reached out to re-initiated contact and became ready to partner with PAM Cargo. This breakthrough made PAM Cargo one of the key players in Trans-Pacific shipping. From 2021 to 2024, PAM Cargo has consistently ranked among the top 5 Vietnamese companies with the highest volume of direct shipments to the U.S., according to Datamyne data (2021–2024).

3. How has PAM Cargo adapted to the rapid shifts in the global transportation and trade sectors?

Mr. Nguyen Quoc Dung: The global transport and trade sectors are constantly shifting, requiring logistics companies to be flexible and ready to innovate. PAM Cargo has adapted by investing in technology, improving operational capacity, and building a high-quality workforce. We have established strong relationships with international partners to protect our customers’ interests, even during market volatility.

4. Could you share some of the biggest challenges the company has faced and how you led the team through them?

Mr. Nguyen Quoc Dung: Throughout our development journey, we have faced many challenges, particularly the impact of COVID-19 on the global logistics industry. Transport costs skyrocketed, yet we remained committed to maintaining service quality and financial stability for all our longstanding clients. Moreover, the work environment and conditions changed due to social distancing measures. We quickly adapted our work processes to meet these changes, while also developing new strategies, optimizing transport routes, and forecasting and managing costs more effectively.

5. What has helped the company continue to move forward during the most difficult times? What lessons have been learned from these ups and downs?

Mr. Nguyen Quoc Dung: For me, our dedicated, loyal, and diligent team is one of the company’s greatest assets. I often tell my staff that the greatest asset PAM Cargo has achieved so far is this team – they are an indispensable and invaluable link in the company’s development journey.

Additionally, as stated in our slogan, "Your Trust—Our Goal," we always prioritize our reputation, ensuring that customer interests are protected by the company. The absolute trust of our customers is thus a vital core value of PAM Cargo.

6. What are some of the major challenges facing Vietnam's logistics industry, and how has PAM Cargo tackled these issues?

Mr. Nguyen Quoc Dung: Vietnam’s logistics industry currently faces significant challenges stemming from global economic factors and geopolitical tensions, which are causing international shipping costs to fluctuate continuously, often increasing. This constant shift in prices, along with market instability, affects customer confidence as they require frequent price updates and higher service demands, leading to more intense competition among international forwarders. PAM Cargo has proactively upgraded its technology and improved processes to enhance service quality, partially offsetting price competition while fostering sustainable relationships with partners, shipping lines, and airlines. This approach minimizes cost risks and ensures stability throughout the shipping process, allowing us to provide flexible logistics solutions that optimize costs for our customers, even during market volatility.

7. Could you discuss the steps PAM Cargo took to ensure customer rights and the company’s reputation in the recent fraud incident involving Phuong Nam Company?

Mr. Nguyen Quoc Dung: The Phuong Nam incident was an unfortunate occurrence. Due to intense price competition and customer demands, PAM Cargo, regrettably, became one of the victims in this case.

Recognizing the seriousness of the situation, as soon as we received information, we immediately formed a specialized team to handle the incident, prioritizing customer interests. We worked with the shipping line to resolve the issue promptly, taking every possible measure to prevent any potential losses to our customers.

We openly informed the affected customers about the situation and assured them that they would not incur any additional costs. Despite the significant temporary financial losses, we received advice to seek support from our customers, particularly financially, but I immediately refused. As I have stated, customer trust and our reputation are the lifeblood of PAM Cargo, and business ethics would not allow me to take such a step.

8. Could you share how PAM Cargo coordinated with industry partners to find solutions for the affected shipments?

Mr. Nguyen Quoc Dung: The coordination between PAM Cargo and our partners was a key factor in swiftly managing this situation. We worked closely with both domestic and international partners, including shipping lines, logistics partners, and other related entities, to reorganize everything from documentation to delivery schedules to resolve the backlog as quickly as possible. Within one week of the incident, a large number of containers were cleared and delivered to customers according to plan.

This approach not only safeguarded our customers' interests but also strengthened our reputation and trust with both customers and partners, helping us maintain and deepen long-term strategic relationships. Some competitors did try to exploit the situation to undermine PAM Cargo’s reputation and approach our clients, but so far, these attempts have not been successful.

9. Looking to the future, what vision do you have for PAM Cargo in the next 10 years to ensure sustainable growth and maintain its position in Vietnam's logistics industry?

Mr. Nguyen Quoc Dung: Over the next 10 years, PAM Cargo will continue building a comprehensive logistics ecosystem that combines advanced transport services, warehousing systems, and technology to serve customers more effectively. We will heavily invest in digital transformation, automation, and artificial intelligence (AI) to optimize processes and enhance the customer experience. Additionally, the company will expand international shipping routes and strengthen its presence in strategic markets such as the United States, Europe, the Middle East, and Southeast Asia.

10. Could you discuss the strategies PAM Cargo will implement to protect the company from similar risks and build solid trust with customers?

Mr. Nguyen Quoc Dung: To shield the company from similar risks, PAM Cargo will continue to build a robust risk control system. First, we will strengthen our evaluation and selection process for partners, working only with reputable, experienced players in the industry. Our risk management system will be continuously updated to detect early signs of irregularities, helping us minimize risk as much as possible.

Finally, to foster customer trust, PAM Cargo is committed to maintaining transparency in all transactions and keeping open lines of communication with clients, providing complete information on shipments and any changes. This transparency helps customers understand our processes and feel more secure using our services. PAM Cargo understands that trust is the core of the logistics industry, and we are committed to delivering the best service, not only for the next 10 years but far beyond.

— Thank you, Mr. Nguyen Quoc Dung, for sharing your heartfelt insights into the logistics service industry. Wishing PAM Cargo continued success and many significant achievements in its journey ahead.

By Trung Van