The internship that i have in DHL Global Forwarding Vietnam Company can be considered as one of the most valuable opportunities for learning, applying theories that provided by school to
INTRODUCTION
Deutsche Post DHL Vision and Mission
DPDHL Groups aims to become a post office for Germany and a logistics company for the
As a truly global logistics leader, the company operates in more than 220 countries and regions and often enters new markets as a first mover, signaling its readiness to pioneer wherever opportunities arise Its vision is to become the logistics partner that customers continually return to, built on reliable performance, seamless service, and enduring trust across the world.
DPDHL will be their first choice not only by delivering their shipments, but also as an employer or investor.
The global community has committed to limiting global warming to well below 2°C, driving climate action worldwide As a leading mail and logistics company, the organization is pursuing a sustainable business model that cuts environmental impact and boosts efficiency Its goal is to achieve zero emissions by 2050, signaling a long‑term commitment to environmental responsibility and a cleaner, more resilient supply chain.
Our company is dedicated to driving customer success, employee success, and investor value We uphold respect in every interaction while delivering high performance and measurable results By simplifying and streamlining the customer journey, we make life easier for clients and empower our teams to excel At the same time, we strengthen investor confidence through transparent, sustainable growth, contributing to a better world through responsible innovation and positive impact.
-DPDHL group accomplishes mission with excellent execution along the three bottom lines in a sustainable way:
Motivated and skilled employees deliver exceptional quality.
Exceptional quality delights Customers and leads to loyalty.
Customer loyalty leads to profitable growth.
Investing EUR 2 billion cumulatively through to 2025 in digitalization to enhance customer experience, to improve employee experience as well as increase operational excellence
Expecting a yearly run rate benefit of at least EUR 1.5 billion by FY2025
Division of DPDHL Group
DPDHL Group has five main business divisions: Post and Parcel Germany, DHL Express,
DHL Global Forwarding (DGF), DHL Supply Chain and DHL Ecommerce Solution The
Group provides customers high quality services in delivery commodities, information and letters.
DHL Global Forwarding Vietnam (DGF)
DHL Global Forwarding Vietnam was established in 1988 The current CEO of DHL Global
Vietnam is Mr Laurence Cheung He is taking responsibility in management the business of
DHL Global Forwarding serves Vietnam, Laos, and Cambodia, with two Vietnam branches—Hanoi (HAN) and Ho Chi Minh City (SGN) The SGN office is located on the 11th floor of the E-Town 2 Building, 364 Cong Hoa Street, Ward 13, Ho Chi Minh City.
Tan Binh district, Ho Chi Minh city.
DGF operates as an international freight forwarder handling air, ocean, and overland shipments, delivering efficient routing and multimodal transport through its global network By brokering transportation services between freight carriers and shippers or consignees, the company provides streamlined logistics solutions that optimize supply chains.
PURPOSE
The Internship 2 program offers undergraduates a hands-on, ground-level learning experience through practical exposure to real business operations Its core aims are to observe and explore the company’s day-to-day activities, understand how the business runs, and adapt to the working culture of multinational organizations, with particular emphasis on DHL Global Forwarding.
Company, as well as enhancing certain soft skills and hard skills.
From these general objectives, I defined measurable and achievable goals to keep my internship at DGF on track during my time in the Ocean Freight Export Department, creating a clear roadmap for progress and enabling regular assessments of my performance to stay aligned with departmental expectations and deliver tangible results.
Developing a comprehensive understanding of the company’s business and current position is a foundational skill that students should observe and measure, which involves clarifying the standard operating processes for each service, mapping the organizational structure, and identifying the top priorities to align with today’s economy While DGF Vietnam’s products have been discussed elsewhere online, the standard operating procedures are not publicly available, making active participation in training courses essential to gain a practical grasp of how export concepts translate into real-world practice Through these trainings, I can see how theory applies within the company, including how the business responds to shifts in market demand and social needs The organization must continuously upgrade its services and refine its systems to stay ahead of market changes and sustain profits Understanding the company’s reaction plan to market and industry changes stands out as a key insight for developing a robust business mindset.
An internship at DGF provides valuable access to the working culture of a multinational company, where navigating a cross-cultural environment offers the opportunities and challenges that greatly shape professional experience compared with domestic roles This DGF internship would be my first foray into such a diverse workplace, helping me develop a global mindset and bring innovative perspectives to the table In today’s era of international economic integration, a global mindset supports continuous self-development and the ability to recognize and adapt to cultural signals in the workplace when collaborating with colleagues from different backgrounds, ultimately enhancing effectiveness in global teams.
Finally, besides growing mindset and knowledge about organizations and behaviors at workplaces, enhancing hard skills and soft skills during the internship program should also be included in the target achievements The hard skills to be improved after the four-month journey in DGF may include computer skills and data analyzing skills This is a chance for me to use proficiently ad effectively the available Microsoft applications and CW1 - a very helpful system for logistics companies to manage operating activities In addition, soft skills, such as organizing skills and teamwork skills, should also be the attained when tackling document and analyzing tasks and dealing with various people while working In order to keep every task on track, I have to define my own strategy to perform the tasks and design own tools to have the jobs completed on time without mistakes and uncertainties.
BUSINESS DESCRIPTION
Business Description
DGF is an air, ocean and overland freight forwarding services include standardized transports as well as multimodal and sector-specific solutions, together with customized industrial projects, which around 43,000 employees in over 150 countries deliver for more than 175,000 customers.
DGF’s business model is to broker transport services between customers and freight carriers, leveraging a global network to offer efficient routing and multimodal options The group’s two main divisions are air freight and ocean freight, and, relative to the Group’s other divisions, DGF operates on an asset-light model that emphasizes brokerage and network leverage over owned assets.
DGF Vietnam coordinates with domestic and international carriers and partner organizations to streamline the transportation and delivery of import and export shipments, diplomatic consignments, transit cargo, and private goods, together with the required documents, delivering efficient and compliant logistics solutions.
DHL Air Freight's offering goes far beyond basic transportation, delivering sector-specific solutions and end-to-end integration to best support customers in optimizing their supply chains By tailoring services to industry needs and integrating every step of the air freight process, DHL helps customers achieve greater efficiency, visibility, and cost savings across their logistics network.
With over 15,000 consolidation flights every week and daily flights from more major locations,
DGF delivers fast, secure, and flexible air freight services backed by end-to-end supply chain visibility and reliable management you can trust Whether you need tailored sector-specific solutions or simple volume air freight, DGF offers a broader range of air logistics services for businesses of all sizes, ensuring secure handling, real-time visibility, and scalable solutions across the supply chain.
- Temperature controlled shipments for the Life Sciences and Healthcare
- Multi-modal track and trace for greater certainty
- Customs expertise where you need it most
- Charter solutions for oversize and specialist cargo
- Easy to use information systems
Beyond its expansive global network, DHL Air Freight offers a range of valuable value-added services designed to support any customer ambition or plan Whatever the goal—whether expanding into new markets, optimizing the supply chain, or moving time-sensitive shipments—DHL Air Freight has the scope and expertise to tailor solutions that meet each business’s unique needs.
-Work with customer to understand all requirements and provide a dedicated service contract.
- Consolidate Air Freight from various countries at regional hubs with guaranteed uplifts
- Able to blend Air, Ocean and Road Freight to provide a seamless modal mix built around customers’ schedules and cost requirements
Door-to-More is an easy-to-use direct distribution service that combines all-in-one booking in a single platform Its online application provides customers with end-to-end visibility of each item, from dispatch to delivery, delivering transparency and streamlined control across the entire distribution process.
- Lead the industry in investing in security screening
- Through DHL SameDay product category, DGF offers a choice of mission-critical air and road services
By deploying our own ULDs on major routes, we prevent consignments from being split into multiple shipments This approach yields faster direct recovery times, reduces the risk of damage or theft, and optimizes unit charges by consolidating dense and lightweight cargo into a single, efficient load.
Globally, DHL invests in dedicated, airport-based teams to ensure air freight consistently meets the highest standards of safety and security By placing skilled personnel in key airports, DHL enhances on-the-ground oversight, protects cargo, and streamlines operations This global commitment builds trust with customers who rely on DHL’s air freight services for secure, reliable deliveries every time.
Air Freight to DGF, it will be managed by DGF company, not by airport ground handlers or airline staff.
My internship was at ocean freight department of DGF Vietnam As an ocean freight forwarder,
DGF Vietnam offers services for full container load (FCL) shipments and less than container load (LCL) shipment.
Figure 3.2 Ocean Freight Service of DGF Vietnam
FCL service is divided into two main categories: Normal FCL and Direct FCL In Normal FCL, DGF signs the carrier contracts on behalf of the customer, handling the terms and obligations of the shipment In Direct FCL, DGF acts as an agency between the customer and the carrier under a contract directly between those parties.
With LCL, there are three kinds of services: LCL Gateway, LCL Coload and LCL Buyer
LCL Gateway routes Vietnam-origin shipments to the Singapore gateway or the Hong Kong gateway LCL shipments from DHL branches across the Asia-Pacific region are directed to these two hubs, where goods are consolidated at dedicated warehouses and grouped by destination before being loaded into a single full container load.
Unlike LCL Gateway, LCL Coload offers an alternative path to export when a full container cannot be filled In this service, merchandise is gathered at Coloaders’ warehouses in Vietnam Coloaders are companies that pool LCL shipments from multiple exporters in Vietnam to fill a full container and then export it as one container.
LCL Buyer Consolidation is the remaining type of LCL shipment and the main focus of this research When multiple shippers in Vietnam have LCL consignments destined for consignees in the same country arriving at the same time, LCL Buyer Consolidation is employed to consolidate these shipments.
Organizational Structure
Figure 3.4 DGF Vietnam Organizational Structure
Laurence Cheung serves as the CEO of DHL Global Forwarding Vietnam, steering the company and shaping the operational direction for DGF’s businesses in Vietnam, Laos, and Cambodia He manages regional operations, drives strategic growth, and reports all activities to the global management board, while maintaining strong relationships with government authorities and partners to support the company’s objectives and regulatory alignment across the region.
The Financial Department optimizes capital utilization and manages financial resources to drive efficiency and growth It designs and implements financial plans, oversees the company’s financial activities in compliance with regulations, and prepares settlement reports It continuously monitors revenue, expenditures, and overall business results to ensure accurate financial performance and informed decision-making.
-Operation department: Including ocean freight (importation and exportation), air freight
We are a freight forwarding team that operates within the international supply chain, specializing in import and export services Our staff directly handles core operations—receiving goods, arranging freight forwarding, and performing customs procedures and other mandatory obligations for goods in full compliance with national and international foreign trade regulations We meet with customers in person or communicate via email to understand needs, present transparent service charges for freight forwarding, and assess delivery capabilities to ensure reliable cross-border shipments.
-Human resources department: This department takes responsibilities in recruiting candidates, hiring the right employees, processing payroll, conducting disciplinary actions, updating policies, maintaining employee records and conducting benefit analysis
Figure 3.5 Ocean Freight Export Organizational Structure
Ms Pham Thi Thu Huong serves as the Head of Ocean Freight, overseeing all business and operational activities of the Ocean Freight department, including both import and export operations She reports directly to Mr Laurence Cheung on all department matters and plays a key role in communicating the latest updates from the global head office to the Ocean Freight team.
-Ocean Freight Export Team Leader: She is Hoang Thi Thuy Hang She will manage all activities in exportation, tackle uncertainty problems and train for new employees.
The Product Team configures auto rating and auto costing in the system and resolves all freight-related issues It also leads negotiations with carriers to secure service contracts, ensuring favorable terms and reliable freight service.
Operation Team handles export documentation and resolves all shipment-related issues to ensure a smooth end-to-end process They prepare and verify export paperwork, including bills of lading, commercial invoices, packing lists, and customs declarations, and promptly address any problems that arise during transit The team also delivers dedicated customer support, assisting clients with inquiries and issues and guiding them through every step until their container is loaded on board By coordinating with logistics partners, carriers, and customs authorities, the Operation Team ensures timely, compliant shipments and a seamless customer experience.
TASK
Joining the Training Sections From Information Technology Team and Human
On the first day at DHL Global Forwarding, all new employees participate in training on software usage, information security, and the company’s computer-use policy The IT team also explains the escalation process for contacting IT staff when software or hardware issues arise Key takeaways include knowing how to reach IT support for problems, following security guidelines for data and device handling, and complying with the company regulations governing computer use to ensure secure and efficient work processes.
+Employees need to protect their computers carefully, if computers are broken because of employees, they will be take responsible before the company
+Employees are not allowed to installed any new software to the computers without approval from IT team
+Employees must follow escalation process to raise ticket whenever computers have problems
+Employees must save their private files on the computer to their device before giving back computer to company when they leave
+Employees must change password every 30 days and must keep this password in private
After completing the IT team training, new hires join the HR onboarding session the next day, where HR clearly outlines the employee benefits, including annual leave, health insurance, and the procedures for submitting online day-off requests The session also highlights core knowledge to remember after training—how to access and manage leave, the eligibility and limits for time off, and where to find resources and contact points for benefits—ensuring newcomers can navigate their perks confidently from day one.
+Way to submit request for day off on e-leave website
+The number of annual leaves for each employees
+Benefits of Generali health care insurance
+Hospital list that cooperate with Generali
+How to charge back to company after settling payment to hospital
Under global head office regulation, all new hires must complete 12 core courses delivered via virtual training modules, covering topics such as code of conduct, anti-corruption, environment, foreign trade, and information system security After finishing these courses, new staff must submit their certificates to the HR department No newcomer can sign a contract with the company until these courses are completed.
Taking part in training program from team leader of ocean freight export department 15 4.3 Receiving Handover and Handling Shipments
During the second week, interns began a structured training program led by the team leader, lasting one month In the first training session, the mentor provided a comprehensive overview of the company and detailed the services offered by the ocean freight department.
Before learning about the Standard Operating Process (SOP), we were introduced to Cargo Wise One (CW1), a web-based application used to manage customer shipments CW1, provided by Wisetech Global, automates and optimizes forwarding operations—from capacity planning and rate management to vessel booking and last-mile trucking—within a single powerful software platform Its main interface gives users access to all the tools and related websites needed to process shipments efficiently.
CW1 system for ocean freight operations provides two interfaces: the Shipment tab and the Consol tab The Shipment tab connects the shipper and DGF and is where operators input all shipment details received from the shipper; all of this information is printed on the House Bill of Lading (HBL), the document that records shipment details and serves as a receipt of goods and, in many cases, as a document of title The Consol tab handles consolidation, grouping multiple shipments for efficient carriage and unified documentation.
To manage carrier communications and resolve customer issues, DGF uses both a shipment tab and a console tab The console tab acts as the communication channel between DGF and carriers, where the operator enters all required shipment details to be submitted to carriers The CW1 system enables the operator to submit booking requests, issue shipping instructions, and verify gross mass to carriers quickly and in real time via EDI between CW1 and the carriers.
CW1 and system of carrier These information on consol tab will be used by carrier to issue
Master Bill of Lading (MBL) is the bill of lading issued by the carrier for DGF It records key shipment details—weight, volume, quantity, port of loading (POL), and port of discharge (POD)—that must be consistent with the corresponding House Bill of Lading (HBL) Ensuring that all information on the MBL and HBL matches guarantees accurate documentation, smooth cargo handling, and compliant logistics throughout the voyage.
Furthermore, CW1 system is a helpful tool for operator to issue invoice Employees just need to input the debtor code and then run auto rating on the tool bar.
Figure 4.2 CW1 Shipment Tab Interface
Figure 4.3 CW1 Consol Tab Interface
FLC and LCL shipments follow their own Standard Operating Procedures (SOPs) Interns learn the SOPs first on the shipment tab and then on the consolidation tab, while all employees must follow these SOPs to process every shipment Issued by the global head office, the SOP provides step-by-step guidance to input correct and complete information on CW1 and to perform the job in a unified and proper manner.
An end-to-end SOP for shipment processing begins with receiving a booking request via email and sending an acknowledgment to the customer, then entering the shipment into the checklist and storing the email in the CW1 system; the destination point checks the request with DHL, followed by obtaining approval and a booking instruction from the agent, placing the booking with the carrier, and confirming the schedule with the agent and customer; the booking confirmation is recorded in CW1, after which the shipper provides the shipping instruction (SI) and verified gross mass (VGM), which are uploaded to CW1 and assigned to the GSC team to process; auto costing and auto rating are run, a pro forma invoice is issued and the e-invoice posted, the actual selling day is checked, the final HBL is released to the customer, and all phases are set to import processing.
Shipments SOP: Users must accurately enter all required information across the Basic Registration sub-tab, Additional sub-tab, Packing sub-tab, Billing sub-tab, Pick Up sub-tab, and Delivery sub-tab, and upload the related documents to the eDocs sub-tab Additionally, on the actual selling day, the operator must review and correct all information in the Milestone sub-tab to ensure data accuracy before shipment processing.
An SOP for the Consol tab requires users to input all information accurately in the Detail, Routing, Container, and Address sub tabs and to upload related documents to the eDocs sub tab; on the actual selling day, the operator must check and correct all information in the Milestone sub tab A standout feature is the Routing sub tab, where users can check schedules and place bookings directly by importing the Global Selling Schedule in the Routing sub tab.
After each lesson, the mentor assigns homework to reinforce what we learned We complete the exercises and submit them to the team leader for review She then advises us to correct our mistakes and provides detailed explanations for each practice to help us improve.
4.3 Receiving Handover and Handling Shipments
During the first month, after completing training with my team leader, interns began handling all shipments independently according to their allocated quotas I was specifically assigned to manage all FLC shipments from Ho, overseeing the end-to-end process, ensuring accurate documentation, on-time dispatch, and seamless coordination with suppliers and carriers This early responsibility reinforced practical logistics skills and accelerated my integration into the team.
Chi Minh city and Da Nang city to three countries included Taiwan, United Kingdom and Italia.
When updated allocation published, i was received handover from previous people in charge to process these trade lane in the future.
As an FCL export specialist, I prepared all required export documentation and managed end-to-end service for customers until their container was loaded on board I addressed any issues raised by shippers at pickup, coordinating with carriers to revise bookings and request container releases, ensuring smooth handovers and timely departures.
Booking requests are received via our dedicated email address After a request is received, we reply to customers in line with our standard operating procedure to confirm that the request has been acknowledged and is being processed This ensures customers feel confident that their inquiry is captured, tracked, and moving forward, while maintaining consistent and efficient service throughout the booking workflow.
I summarized the booking request and sent it to our DHL destination agent to obtain green-light approval and booking instructions After I sent the email, the agent checked the request with the consignee to confirm that they actually had the shipment and agreed to the booking arrangement When the consignee confirmed all information from the shipper, the agent issued green-light approval, authorizing the shipment arrangement.
Upon green light approval, the booking instruction was issued, detailing all carriers and our service contracts with each of them I relied on this instruction to verify space with every carrier, ensuring that availability aligned with the contractual terms and supported efficient, accurate bookings.
Main steps to book space with carrier:
+ Open consol tab on CW1
+Input the contract number, carrier scad code, type of MBL and the code of their office on detail sub tab
+ Input POL and POD as well as ETD on routing sub tab
+Input the quantity for each type of container on container sub tab
+Input Address of notify party on address sub tab
After inputting enough needed information, i clicked on Carrier sub tab and chose booking request then submit this booking via EDI.
ANALYSIS AND IMPROVEMENT SUGGESTIONS
Analysis
At DHL Global Forwarding Vietnam, the operational process is professional and effective, with every employee required to follow standard operating procedures issued by the global head office While following SOPs brings advantages such as consistency, quality control, and streamlined workflows, it also introduces drawbacks like reduced flexibility and potential bottlenecks During four months as an ocean freight export trainee at DHL Global Forwarding Vietnam, I identified two problems in the operation process of the company that warrant attention and improvement.
One major problem is how staff manage tasks Regulation requires operators to process shipments based on cargo ready date, so shipments with sooner cargo ready dates are prioritized This can push customers who submit bookings well in advance to secure equipment, while their cargo ready date remains far in the future Consequently, operators may add these early submissions to a checklist and advance shipments with nearer cargo ready dates first, even if those nearer-date bookings were submitted later in the season The result is customer dissatisfaction as the processing order does not align with customers' booking timelines.
A remaining challenge is that companies frequently change how work is allocated to employees These reassignment practices can create difficulties for both staff and customers as they try to adapt to new trade lanes and to a new person in charge.
Improvement Suggestions
Company should change the regulation They should apply the well-known principle “First come
Adopting a first-come, first-served policy enhances equity and customer satisfaction by ensuring fair access for every client This approach creates a transparent, reliable service experience and reduces perceptions of bias In addition, updating employee allocations after longer intervals—rather than on a frequent, every-few-month cycle—can improve operational efficiency, planning accuracy, and team morale By pairing a fair first-come, first-served framework with strategic, longer-interval staff allocations, a company can boost customer satisfaction, optimize resource use, and support sustainable growth.
CONCLUSION
The Internship 2 program is a great opportunity for undergraduates to learn from practical experiences at the ground level I am grateful to the International University and School of
Industrial and Engineering Management for offering me this excellent chance.
The main objective of the program is to observe and explore the application theoretical knowledge on real logistics company Through this 4-month journey in DHL Global Forwarding
Vietnam, I have gained a more solid understanding of how theories about exportation are applied in forwarding field but also have a chance to interact with seniors and experts in the field.
Moreover, the chance brings me a deeper view of the operation of the global forwarding company and the professional working environment.