What made you decide to join ZenGroup?
I originally had about 20 years of experience in the logistics industry. When I was job hunting, I was looking for a company that wasn’t a so-called “black” or “gray” (exploitative) business. I felt a sense of newness and potential in ZenGroup’s cross-border e-commerce field, and the biggest trigger was thinking, “This looks interesting.” As I researched further, I was attracted to the business model of connecting with customers around the world, rather than just performing standard warehouse work, while still being able to utilize my logistics experience. During the interview, I told them I wanted to join the company “because it looks interesting,” and even now, after more than 5 years of working here, I feel that my decision was the right one.
Could you tell us about your daily responsibilities?
My main duty is the overall management of the logistics center, which includes checking progress, handling issues, and considering operational improvements. My daily schedule varies entirely depending on the day, and my routine work consists mostly of just checking numbers. I spend the majority of my time sitting at my desk, but since the situation on the floor is constantly changing, I think proactively and try to walk around the site in my spare time. By observing the floor conditions and the employees, I can grasp delays or progress that cannot be seen in the data, which helps me to flexibly optimize operations.
What is a commitment you value and “cannot compromise on” in your work?
The absolute uncompromising point for the company is “to continuously generate profit.” I always base every decision on company profit, and I strive to maintain a balance between efficiency and quality from the perspective of cost and productivity. On the other hand, the one uncompromising point above all else on the logistics floor is safety. Because the part-time employees who work with us have chosen this workplace as a part of their lives, I want to prioritize safety above all else to ensure that no problems occur here.
Is there anything the team is conscious of to get through the busy season?
During the busy seasons, operational delays and backlogs inevitably occur. Therefore, instead of aiming for zero backlogs, our goal is to determine priorities based on the situation and control operations to minimize the impact on our customers and sellers.
In our business, it is important to respond not only to “overseas customers who buy products” but also to “domestic sellers (such as Yahoo! Auctions and Mercari) who sell products.” For example, if receiving and inspecting products at the logistics center is delayed, the payment to the sellers will be delayed, causing them inconvenience. Because of this, we evaluate whether to prioritize “shipping to overseas customers” or “receiving and inspecting products from sellers” according to the situation at any given time. We try to maintain a balance while proceeding with our operations.
The evaluation criteria is not the individual performance of a specific team, but whether the entire logistics center can achieve its goals in a well-balanced manner. What we value above all else is an attitude of observing the surrounding situation, voluntarily stepping in to offer support, and contributing to the achievement of the entire center’s goals. We always make sure to help each other and work together.
Could you tell us about the “uniqueness of the products handled” unique to cross-border e-commerce? Are there any products that surprised you?
Due to the nature of cross-border e-commerce, products that are taken for granted in Japan are sometimes extremely popular overseas. The range spans from daily necessities to collector’s items, and I am often surprised, thinking, “Is this really in demand overseas?” The diversity of products is incredibly high, and discovering something new every day is one of the fascinating aspects of this job.
When do you realize that you are “connected to the world” in your daily work?
It’s when the global affairs I see and hear on the news directly affect our actual logistics volume and delivery status. Changes in international situations, exchange rates, and transportation conditions are directly reflected in our operations, so I feel a real connection to the world through my daily work.
Is there a gap between the general image of a warehouse and the actual site of ZenGroup?
In general warehouses that cater to businesses, handling issues like product damage or delivery delays has traditionally been the main focus. However, rather than dealing with businesses, our company focuses on individual shipments to personal customers worldwide, meaning our approach to customers is fundamentally different.
At our logistics center, we accommodate requests from individual customers, such as “please remove the batteries before shipping” or “please discard a part of the product.” Such detailed, personalized services are rarely seen in typical warehouses. It’s an environment that requires a high-level perspective as a “service industry” that closely attends to customer needs, rather than simply a job of moving items as instructed.
Could you tell us about the workplace environment and atmosphere?
It is an open environment where you can freely express your opinions from the bottom up, regardless of your position. Because frontline voices are seriously considered, it’s easy for your ideas to lead to actual improvements. Also, the employees are excellent, and they sometimes voluntarily hold meetings without me (the center manager). If I join, I might end up drawing conclusions or making assumptions, so I value an environment where employees can think and discuss on their own, even holding discussions that might not yield immediate answers.
What do you feel you have grown in since joining ZenGroup?
My mindset has become more focused on how I can contribute to the company, and I have a stronger appreciation for the employees who put in the effort. Because we have a culture that evaluates hardworking employees fairly, I have also become more proactively involved in the company’s growth.
Has ZenGroup supported you to boost your growth?
The biggest factor is having an environment where I can regularly express my opinions. As long as I communicate clearly with my superiors, they properly consider my proposals, so I am actively working to create an environment where everyone can freely speak up and share their ideas. Additionally, I encourage employees to think for themselves and act on their own, which I believe supports their growth. It is an environment where you can grow while taking on new challenges. It’s easy to propose new initiatives and improvement ideas, and they often become a reality.
What do you think is “good” about ZenGroup?
As I mentioned, it is the environment where we can openly exchange opinions regardless of position. It is highly appealing that bottom-up improvements are easily accepted, and you can truly feel that your ideas contribute to the company’s growth.
In general logistics companies, taking paid leave is difficult, and you often have to work on national holidays or Sundays to meet customer demands. However, ZenGroup prioritizes company and social rules above all.
I believe the best part is having a well-established environment where employees can work comfortably.
