The Caribbean’s diverse island markets, from smaller states to larger hubs, present unique challenges that require adaptability and expertise. Rachel Matthews, General Manager for the Caribbean, oversees operations in Jamaica and Trinidad & Tobago, two offices which celebrated five years of service in March 2025. Her teams are united in their mission to deliver consistent, customer-first solutions, build trust, drive efficiency, and support forwarders’ success across the region.
Why flexibility matters
Shipco’s Caribbean offices connect the region to key gateways in Asia, Europe, and North America. “We open the Caribbean to the rest of the world,” Rachel says. “Our connectivity ensures forwarder customers receive reliable and consistent supply chain solutions.”
Daily challenges, such as port congestion, changes in customs scanning processes, and warehouse operations require prompt responses to address the various issues customers face. Rachel explains that Shipco’s customer-focused strategy allows for the quick adjusting of strategies and actions based on each market’s specific conditions.
“Our strategy is always customer-focused,” she emphasizes. By prioritizing customers, Shipco helps forwarders build credibility and maintain consistent delivery standards. “A freight forwarder in Trinidad and one in Jamaica could be experiencing two different realities, and we adapt and offer solutions that fit those realities.”
Integrated logistics in one framework
Shipco offers integrated logistics solutions combining less-than-container load (LCL) consolidation with full container load (FCL) and airfreight services within a unified framework.
This integration provides customers with flexible transport options tailored to their needs. “In the Caribbean, because we offer transshipment services, we integrate all three,” Rachel explains. “We offer full container load coming in. We will consolidate and transship going into the smaller island-states. We offer Air-Sea services to get that flexibility between speed and time. We offer multiple origins where we consolidate efficiently, and we follow through to an efficient deconsolidation process on arrival.”
For freight forwarders, this end-to-end approach delivers cost efficiency, faster transit times, and greater operational control.
The power of real-time control
Shipco’s e-Business platform, GlobeAssist, offers real-time track-and-trace, access to live rates that reflect current market conditions, on-line bookings and much more.
“You are empowered to pull your own quotes online and make your own bookings. That control is another key feature of the services we offer,” Rachel notes. These tools streamline processes and increase transparency, enabling forwarders to deliver better service.
Differentiation through service
Shipco’s philosophy is straightforward: every customer, market, and solution is unique. “We don’t give a cookie-cutter approach throughout the Caribbean,” Rachel says. “At Shipco Caribbean, we are differentiated foremost by our customer service. We offer more reliable and consistent services. We have more direct services into the Caribbean and offer transshipment services to the wider Caribbean.”
Transit times are a major challenge for freight forwarders in the Caribbean, Rachel notes. “Because of the port congestion, every major transshipment port in the Caribbean is facing congestion issues and delays. Shipco compensates for this with our communication, with our online visibility of exactly knowing where your cargo is.”
Direct services and transshipment options help reduce congestion delays. “Shipco also has the flexibility of changing transshipment ports that we offer throughout the Caribbean, this also provides some amount of relief,” Rachel explains. “If one port is more congested, it’s very easy for Shipco to move to another port, to try to ease or reduce those transit times coming into the region.”
Cross-functional teams deliver value
Collaboration across teams ensures seamless communication and strong market awareness, providing direct benefits to customers. Each department at Shipco Caribbean plays a critical part in delivering value throughout the customer journey. “Operations ensures flawless execution. Pricing keeps us competitive. Customer service ensures transparent communication, and Sales brings market intelligence,” Rachel highlights. “By working together, we are not just operationally sound, but always customer-focused and market-aware.”
Strategic alliances strengthen reach
Shipco Caribbean creates value for customers by memberships in local shipping associations and forging strong partnership alliances.
“Shipco Transport Jamaica is a member of the Shipping Association of Jamaica, and Shipco Transport Trinidad is a member of the Shipping Association of Trinidad and Tobago,” Rachel shares. “Regionally, we are a platinum sponsor of the Caribbean Shipping Association, where I serve as Chair of Group D, advocating for freight forwarders’ needs.”
Globally, as a founding member of the WorldWide Alliance (WWA), Shipco connects customers to a trusted network of neutral NVOCCs. By partnering with local experts such as Neutral Logistics in the Dominican Republic, Shipco brings deep market knowledge and operational insight. Forwarders gain actionable intelligence to anticipate trends, reduce risk, and make informed decisions that drive growth across the Caribbean.
Confidence in every move
As a neutral Non-Vessel Operating Common Carrier (NVOCC), Shipco offers customers something invaluable: trust. “Our customers trust that we are an NVOCC with a global reach, bringing local as well as regional expertise,” Rachel says.
Shipco’s commitment to neutrality enables forwarders to confidently expand into new markets. “This translates into smoother shipments and allows customers to focus on building their relationships while we handle the logistics,” she points out.
Strategies for market expansion
With over 30 years of experience, Rachel offers three actionable strategies for forwarders seeking business growth.
First, be adaptable to shifting demand to capitalize on emerging trade lanes. “Expand market intelligence to adapt to changing demand,” Rachel says. “The patterns of demand and supply are changing every day, trade lanes are emerging that might be interesting, or you might be able to capitalize on.” Instead of relying on familiar routes, forwarders should branch out. “Don’t just stick with one lane, or the lane that you’re most comfortable with. Diversify and adapt to those demand changes,” she adds.
Customers increasingly expect visibility and empowerment, so partnering with providers offering robust digital solutions is essential, Rachel notes. “Invest in online tracking tools. Or partner with a neutral NVOCC that has those online tracking tools. Customers are demanding more visibility and online empowerment.”
Rachel emphasizes that trust and global reach are essential for market expansion. “Partner with a neutral NVOCC that has global reach and that you can trust. This allows you to protect and grow your customer base.” She recommends monitoring the markets as the patterns of demand and supply change constantly and being agile to move with those market trends is the key to long-term success.
Commitment to the Caribbean
With Shipco Caribbean marking five years of operations in Jamaica and Trinidad & Tobago in 2025, Rachel outlines the company’s vision: “We will continue our trajectory with direct services into the Caribbean, reducing touchpoints before the cargo enters the Caribbean,” she says.
Looking ahead, she adds, “We will also continue with our expansion of Shipco offices within the region and continue delivering the service standards that you’ve now grown to expect.”