Guiding Complex Shipments with Tobey

Meet Our People - Tobey Hoch

At Mercury, every shipment depends on precision, clarity, and trust—and few team members embody this better than Tobey Hoch, a Logistics Guide in our Charlie Squad. Tobey brings structure, curiosity, and calm focus to some of the most complex healthcare and life sciences shipments we handle. From coordinating time-critical deliveries to solving unexpected challenges with creativity and teamwork, she represents the energy and problem-solving spirit that drives Mercury forward. Her passion for meaningful work, strong client relationships, and continuous learning comes through in every shipment and every interaction.

Join us as we learn more about Tobey!

Can you describe your role as a Logistics Guide at Mercury and what a typical day looks like for you?

My role essentially boils down to providing the best client experience possible with real-time tracking, fast booking, and always being available to answer questions. The morning is the most exciting part of my day as I come into work with an inbox full of replies from our international partners who, due to the time difference, are mainly getting back to me in the dead of night.

What does being part of the Charlie Squad mean to you, and how does your team’s approach stand out within Mercury?

Charlie Squad is the newest squad within Mercury. I enjoy being a part of it because I have been with it since its inception; therefore, I get to help build the internal processes within it and it feels distinctly mine. Additionally, I find Charlie Squad particularly rewarding because I get to work closely alongside my amazing squad leader, Scott Karnuth, and sales representative, Joe Wright. Our approach stands out because we spend the most time explaining to clients that no, my name is not Charlie, it is the phonetic alphabet for C.

What drew you to logistics in the healthcare and life sciences industries?

Logistics is a field that plays to my strengths because I am a very detail-oriented and organizationally focused person. Healthcare and Life Sciences, specifically, always brings me new and exciting challenges. Not many people can say they have shipped Human Cells to China.

How do you prepare for time-sensitive or temperature-controlled shipments that require precise coordination?

The key to success is simply following the process every time. You can never get too comfortable or the minute details will be missed. For example, I have used the export checklist countless times, but in the end, the most obvious details of a shipment are the ones that tend to get overlooked first.

What part of the shipment process do you find most challenging—and most rewarding—to manage?

Client relationships are easily the most rewarding aspect of the job. The trust between us is built slowly over time. They rely on me to give advice and provide options throughout all stages of the shipment. It feels good to know that my recommendations are taken with full confidence due to my consistent results.

How do you collaborate across teams or with external partners to ensure seamless deliveries?

Internally, I find face-to-face conversation the best way to problem solve. I enjoy working in the office so much for this reason specifically.

Can you share a moment when a shipment didn’t go as planned, and what you learned from the experience?

Once I had multiple pallets leaving one warehouse which each contained expensive medical devices that were on tight deadlines to arrive at their destinations. They all got mixed up and picked up by the wrong LTL Carriers. The warehouse couldn’t tell me where they were, the LTL Carriers couldn’t tell me where they were, and the client needed answers.

I ended up working with my exceptionally intelligent previous squad leader, Tony Smith, to track them down. We sat down in the conference room, got out a blank sheet of paper, and solved where they were like a puzzle. Tony has taught me so much over my time at Mercury, but this experience stands out specifically because in the mess of it all, the best thing to do was take a step back, start fresh, and look at the facts.

How do you stay calm and focused when working under time pressure or unexpected changes?

In logistics, we are always working under time pressure and unexpected changes! I keep the Eisenhower Urgency vs Importance Matrix in the back of my head while prioritizing. I simply go down my list and complete the most urgent and important tasks first.

From your perspective, what makes healthcare and life sciences logistics unique compared to other sectors?

Healthcare and Life Science logistics is unique because of the dramatic impact it has on people. It is hard to put into words the feeling of knowing that your work was a part in saving someone’s life. I am so thankful that I get to spend my days doing something meaningful.

What are some common risks or challenges you often need to anticipate before a shipment begins?

The biggest challenge I face is preparing for international customs inspections by working closely with brokers all over the world. Even with careful preparation, the final outcome is ultimately up to the discretion of government agencies and their ever-changing rules.

What advice would you give to someone starting a career in specialized logistics?

My advice is to always ask the people around you for their input. My colleagues are incredibly talented and always have tidbits about their experience in a certain location or with a certain product that I would have never considered.

Outside of work, what activities or hobbies help you recharge and maintain balance?

As an extrovert, I spend most of my time with family and friends. I also prioritize self-improvement and continuous learning through reading and travel. Finally, I practice skills in other areas such as graphic design, piano, gaming (mainly video games and cards), and various crafting projects.

Join Our Team: Discover Career Opportunities at Mercury

Explore the exciting career opportunities at Mercury and take the next step in your professional journey. We are committed to fostering a culture of collaboration, innovation, and growth, where every team member can thrive. If you're passionate about making an impact and contributing to strategic initiatives, we invite you to join our dynamic team. Discover how you can be part of our mission to redefine logistics solutions. Visit our careers page today to learn more about available positions and start your journey with Mercury.Check out available positions on our Careers page!