What made you decide to join ZenGroup?
The trigger was receiving a scout message from a job recruitment site I had registered on while looking for warehouse-related companies. My previous job was also in a warehouse, but it involved just lining up inorganic boxes. The deciding factor was my interest in the job description, which stated “delivering various products overseas,” and the fact that the representative was from another country, which made me curious about the company and its work style. Also, since I had studied languages in vocational school, I found the idea of a job connected to foreign countries interesting.
Could you tell us about your daily responsibilities?
Currently, I am in the receiving team, handling management tasks such as supporting and guiding new employees. In the morning, I mainly handle attendance management for part-time staff, operations management, and ticket handling (dealing with defects, etc). In the afternoon, I continue with ticket handling, progress management, and confirming and addressing various improvements. Ticket handling involves both the seller and the buyer, requiring strong multitasking skills due to wide range of items to confirm.
What is a commitment you value and “cannot compromise on” in your work?
Since I manage a large number of part-time staff, I am very particular about treating and evaluating everyone equally. As someone who evaluates subordinates, I consider each person’s individuality and background, and even when conveying the same message to everyone, I try to slightly adjust the nuance. Another thing I am particular about is enjoying the work myself. While there are challenges in taking on new tasks as my position rises, I try to find a sense of fulfillment and joy within that.
Is there anything the team is conscious of to get through the busy season?
We try to stay calm and respond steadily, even during busy periods or hours. The busiest times are at the beginning of the year, Golden Week, and after the Obon holidays. In the past I used to get emotional at times, but these days, I remind myself to pause, take a breath, and then respond. For safety reasons, I make sure not to rush myself, and I try not to rush the part-time staff or my subordinates either.
Could you tell us about the “uniqueness of the products handled” unique to cross-border e-commerce? Are there any products that surprised you?
The most memorable item was an Uber Eats delivery bag. It was a product that seemed common but wasn’t, and the fact that there was a buyer overseas was surprising. As for recent items, it was a regular box of tissues that you can find in Japanese supermarkets. It’s interesting because unexpected products sell well.
When do you realize that you are “connected to the world” in your daily work?
In ticket handling, messages in various languages are often sent with both the original text and the translation, which makes me feel connected to the world, for better or worse. On the challenging side, we sometimes have to handle complaints about damaged packages or missing items. Also, we can visibly feel the increase or decrease in package volumes due to the impact of world affairs, such as the invasion of Ukraine, the oil situation, and tariff policies.
Is there a gap between the general image of a warehouse and the actual site of ZenGroup?
Before joining the company, I thought I would just be managing and supervising staff members inspecting and packing boxes. But I realized the work environment is much broader than I imagined, involving ticket handling, management, and the use of forklifts. One positive surprise was that the variety of products handled by ZenGroup is as diverse as that of major e-commerce sites, and because they are targeted overseas, there are many opportunities to come into contact with uniquely Japanese products and culture.
Could you tell us about the workplace environment and atmosphere?
The atmosphere varies slightly depending on the floor, but overall, it is an environment where you can calmly concentrate on your work. There are floors where the radio is playing, and I think it’s an appropriately relaxed environment. While it can get a bit noisy during busy times or when coordinating tasks, everyone is basically focused, and there are quiet times when only the sounds of work can be heard. Additionally, the center manager takes the initiative to encourage taking paid leave, making it very easy to take days off. The company has a strong team consciousness with a strong connection between full-time employees and part-time staff.
What do you feel you have grown in since joining ZenGroup?
As I got used to the work, my ability to take action based on the matrix taught in training, such as what to check and how to make judgments, and my interpersonal skills have grown. Before becoming a full-time employee, everyone was on the same level, but when I got promoted, it became necessary to make my own decisions about whether receiving an item is okay or not. My judgments have an important impact on reducing the burden on other departments, and I feel that I’ve grown in this area.
Has ZenGroup supported you to boost your growth?
I plan to challenge myself with acquiring qualifications in the future. Recently I was entrusted with the role of team leader, and I feel a real sense of growth amid the constantly changing situations and tasks. It is an environment where, if you have the desire and skills, you are allowed to take on various new challenges and transfer departments, which leads to your own growth.
What do you think is “good” about ZenGroup?
I think the workplace atmosphere is very good, like the fact that the radio was playing even when I first joined. The widespread awareness of compliance, the lack of worries about harassment, and the fact that the company has systems in place to make it easy to take time off are also attractive points. Because of our environment where you can consult with internal compliance officers, I personally feel it is a very comfortable place to work.
