Meet our experts: Vivian Passos
This month’s "Meet Our Experts" column features Vivian Passos. Now managing Cargo Coordination for the Atlantic trade, she turns complexity into clarity while building strong customer partnerships. Read on to see how her journey is helping connect people, cargo, and possibilities.
Vivian’s career journey reflects the power of adaptability and curiosity. From leading Sales Support in Brazil to stepping into a new role in Sweden, she brings both heart and precision to every challenge. Her move across continents marks a bold step in her career—and a new chapter in connecting cargo and customers.
Say hello!
Hi, I’m Vivian Passos, Customer Cargo Coordination Manager for the Atlantic trade. Talking about myself is never easy—but when your journey is driven by passion and resilience, it’s worth sharing.
When and how did you join Wallenius Wilhelmsen?
It wasn’t a quick process—I applied four times over three years before joining in 2019 as Sales Support Team Leader at Wallenius Wilhelmsen in Brazil. Why four times? Because I wasn’t just looking for a job—I wanted to be part of this company that leads the RoRo industry and challenges me to grow and learn.
That same year, I took on a broader role managing Sales Support and Documentation for South America. It was during the COVID-19 pandemic, which pushed me to quickly adapt, lead with empathy, and strengthen customer relationships.
After five years, I knew I wanted more. I wanted to work abroad, dive deeper into the trade side, and understand how customer needs connect to global strategy. That’s what brought me to Stockholm—where I continue to grow both personally and professionally.
Tell us about your new role. What is it like to step into new shoes?
Moving into Cargo Coordination has given me a new lens, shifting perspectives. I now work in a structure that is both customer-oriented and trade-driven, every decision is a balancing act. You’re constantly navigating between what’s best for the customer and what’s sustainable for the business.
What stands out most is how directly connected I am to the customer experience. Every shipment has a story. When we listen and build solutions together, we create not just efficiency—but trust.
By embracing this mindset, challenges become opportunities. We become not just service providers, but partners—good listeners who understand that we’re all part of the same chain. It’s that level of partnership that drives real trust.
For our customers, this means fewer surprises, more transparency, and smoother coordination across touchpoints.
What are your current priorities and focus?
In today’s world—where geopolitical tensions and market volatility are the new normal—staying focused isn’t just a skill, it’s a necessity. Right now, I’m focused on really understanding how our customers work—so I can help them provide clearer, more timely data. When data is timely and clear, it leads to better decisions for everyone.
One of our biggest challenges we face is lack of visibility into customer operations. Like us, many are navigating disruptions, shifting demand, and new regulations—making collaboration essential. That’s why I focus on building trust and transparency, treating customers as partners. Together, we explore their pain points, map processes, and find proactive ways to add value.
Supporting our frontline amid market volatility
In today’s environment of fewer sailings and increased market uncertainty, clear and proactive communication with our customers is more important than ever. Our Cargo Coordination team for the Atlantic trade often serves as the first point of contact—an important role that carries both great responsibility and opportunity.
Our commitment is to equip this team with the right tools, up-to-date information, and the confidence to communicate clearly and transparently. We don’t just aim to inform—we strive to foster understanding and build trust. By truly listening and engaging with our customers daily, our team acts as a vital bridge, ensuring their needs and concerns are fully represented throughout the shipping process.
Scaling up and stepping in: creating value through "change"
Moving from Customer Growth to Business Operation Execution, allowed me to gain a much broader view of our business. This trade is incredibly dynamic and complex, covering vast geographies and managing high volumes with a large, diverse team.
At Wallenius Wilhelmsen, creating value through change is more than just talk—it’s something we put into action every day. Whether it’s enhancing data quality, streamlining cargo coordination, or empowering our frontline teams, we are committed to transforming our strategy into real, meaningful outcomes for our customers.
Navigating market volatility together
Amid ongoing market volatility, we remain committed to agility and responsiveness. Together, we navigate uncertainty with resilience and focus, ensuring we deliver value and continue advancing toward our shared goals.
