Interview

SATOSHI

SATOSHIAssistant Warehouse Manager (Kawasaki Warehouse) Joined Costco in 2009

Satoshi joined Makuhari Warehouse and worked in the Fish Department as a part-time employee, performing sanitation duties. In 2011, he was promoted to full-time and in 2012, he was promoted to Supervisor in the Fish Department. In 2013, he was involved in the grand opening of Chiba New Town Warehouse as Supervisor in the Fish Department. He was then promoted to Manager of the Fish Department in Tsukuba Warehouse. He was transferred to the Deli Department (Manager) in 2014, Administration Department (Manager) in 2016, and Merchandising Department (Manager) in 2018. In 2019, he was promoted to Assistant Warehouse Manager of Kawasaki Warehouse.

Tell me about your current job.

My responsibilities are overseeing and managing the warehouse, including managing different departments in their day-to-day operations, membership service, staff development, HR-related issues and other administrative duties.

How do you describe Costco’s work environment?

Costco offers a lively and safe working environment for employees. Diversity is respected and you can seek advice from anyone in a managerial position. Work keeps you busy every day but it is a rewarding place to work.

What is the best thing about joining Costco?

Costco is different from other companies in a way that your performance is recognized regardless of backgrounds and diversity is valued. Costco offers varying jobs and has a high-energy work atmosphere every day. Working for a culturally diverse global company means you have opportunities to get to know colleagues, from all sorts of backgrounds. I am proud to be working for one of the world’s greatest companies.

Tell me areas where you have made growth and progress since you joined Costco.

As I progress into senior managerial positions, I spend more time “teaching” and enjoy seeing staff succeed in their roles. Transferring my know-how to others and seeing the result of staff development first hand reminds me that I too have made progress.

Are there any specific areas that you focused in terms of self-development upon joining Costco?

I never give up on what I set out to accomplish and work towards goals and deliverables. It gets tough at times, but if you try to do something beyond what you have already mastered, you will be able to identify new personal growth challenges. By overcoming those challenges, you can reach a higher level of performance. Never shy away from challenges I am given―I believe this leads to the fast growth for myself and Costco.

What are your future goals?

My goal is to experience another grand opening of a warehouse and become Warehouse Manager one day.

A message to graduates thinking about applying to Costco.

Costco offers varying positions and there will certainly be a position that you can shine in and contribute in a positive way. Your hard work is recognized and there are many opportunities to advance your career. You can pursue your chosen career path in a lively working environment that suits your working styles. I will be looking forward to working with you in the near future!

KANA

KanaAssistant Warehouse Manager (Hisayama Warehouse) Joined Costco in 2010

Kana began as a Student Employee at the Makuhari Warehouse while attending school. In April 2011, she became a full-time employee as a cashier in the Front End department. After working in Membership, she returned to the Front End in September 2013 as a supervisor and promoted to Manager in the Administration department in June 2015. Then, in February 2021, Kana was promoted to Assistant Warehouse Manager at Hisayama Warehouse.

I chose Costco for its future prospects and working environment

Back when I was a senior in college, I took on a part-time job while attending school at this place called Costco. I knew absolutely nothing about Costco. My first impression was that it was like a theme park – we had stuffed animals that were 2 meters high, food products in portions that had to be beyond any standard…. At the very least, it certainly changed my view of what a supermarket should be. And what was really surprising to me, what really made an impression, was that you could buy a hotdog and a cup of soda for ¥150.

One big reason why I chose Costco was that I could feel the future possibilities, both in the company itself, and for me working here. At the time, Costco was growing rapidly, and I even then sense the momentum that would bring us to where we are today, with warehouses throughout Japan. Finalizing the decision for me was the working environment, including generous vacation schedules, a high rate of paid-vacation utilization, and a very high percentage of women who return to work after maternity leaves. I felt that this is where I wanted to settle down and make my career.

Even in returning forgotten items, Costco’s service exceeds

I mentioned that Costco can resemble a theme park, but I believe our popularity is not due to superficial attractions but rather to a deeply held commitment to member satisfaction. This includes employees who take the initiative with member service.

For example, back when I was working as a Front End supervisor, a little four-year-old child lost a toy in the warehouse. We searched for it everywhere and it was found later and sent directly to the member’s home. Since it was near Christmas, we also sent a Christmas gift from the warehouse, thinking we’d like to make the member even happier. It seems that the child was very happy, and the mother and child visited the warehouse some time later, in spite of living far away, and also gave us a thank-you letter in return.

When it comes to member satisfaction, it's the little things that count

This is just one example. Our employees are always looking for ways to make members happy. If a member is looking for something that is shelved at the other end of the warehouse, we bring it to them, and if a small child can’t wait to go to a member bathroom, we let them use a nearby employee bathroom.

However, people view the world subjectively; we all tend to see things from their own perspective. And so a Costco employee, especially one with a lot of experience, might think that everybody coming through our doors already knows our rules. At such times, I advise the employee to think and act from the member’s standpoint. For example, a member is supposed to show a membership card when he or she enters our warehouse – maybe this is obvious to us, but it certainly isn't to a first-time member. So, if someone looks confused, we should offer to help in a friendly, supportive manner. In building member satisfaction, a little kindness goes a long way.

A strong feeling that “it's for the member”

When I was promoted to Manager in the Administration Department, compared to other department managers, I did not have a lot of experience; for instance, I never managed any other department. I am interested in other challenges, say in Merchandising, the managerial core of our company. I am eager to deepen my understanding of Costco and do what I can to contribute to our company and to our members.

Costco has an entertainment aspect that I do not see in other supermarkets. It is definitely a place to go and have fun shopping. Part of this is due to our unique merchandise lineup. And part is due to the manner in which our service exceeds member expectations. And the basis for that is nothing other than the strong feeling, on the part of our employee, that “it’s for the member.” People come to us with expectations, and we should try not to meet those expectations, but to exceed them!

Schedule of the day

07:00	Arrive at work Mondays begin earlier than usual because we prepare reports for submission to Home Office
08:00	Daily preparation Finish the report in an hour. Check e-mail from business accounts, etc.; see what needs to be done within the day.
10:00	Help onsite After Warehouse opening, check on membership to see that product returns and other such tasks are going smoothly.
12:00	Lunch Today, lunch at the food court.
13:00	Manager meeting All Makuhari Warehouse managers gather to review sales data, discuss measures, and share problems.
15:00	Meeting with subordinates Meet with 2 subordinates to discuss matters relating to, accounting and personnel. Take action accordingly with respect for comments by subordinates.
16:00	Meeting with business accounts Meet with a business account to discuss facility maintenance being requested, and discuss what is to be repaired and how much it is to cost.
17:00	Leave work Take care of some pressing issue and then go home.
18:00	Arrive home Take a bath, read a book. Have dinner with family over a glass of wine.

TOSHIHIKO

TOSHIHIKOAssistant Warehouse Manager (Maebashi Warehouse) Joined Costco in 2007

Toshihiko joined Kanazawa Seaside Warehouse and worked in the Front End Department as a student arbeit. He became a full-time employee in the Front End Department upon graduation. In 2009, he was promoted to Supervisor in the Front End Department and in 2012, he was transferred to the Merchandising Department (Supervisor). In 2013, he was promoted to Manager in the Front End Department. In 2014, he was promoted to Assistant Warehouse Manager and in 2017, he was transferred to Kawasaki Warehouse (Assistant Warehouse Manager).

Tell me about your current job.

I go around the warehouse every day at every hour to ensure quality services are provided to members. I also make sure that employees are working in a safe environment. At the same time, I actively engage in conversations with members and employees to identify any improvement areas, issues, or hear first-hand feedback. Key takeaways from the conversations are used to determine areas of employee development that we should focus on or improvements that can be made in warehouse operation. My work also involves analyzing sales and expenses for budgeting, as well as merchandising planning (floor layouts).

How do you describe Costco’s work environment?

There is an open door policy at Costco and there are no communication walls between managers and staff, ensuring no physical and emotional barriers. Many non-Japanese nationals work at Costco and it creates a friendly workplace where diversity is valued.

What is the best thing about joining Costco?

I met many fellow colleagues who I can seek advice or help in difficult situations. In addition, you can apply for all kinds of positions at Costco through the internal job posting system. The system allows you to get varied experience, enhance skill sets and grow your career, and it is a great plus for me.

Tell me areas where you have made growth and progress since you joined Costco.

When I was promoted to a management position, I felt first-hand the importance of communication. I have learned from trial and error how best to communicate with people who have different perspectives and cultural norms, which led to my growth. At Costco, there are opportunities to speak with employees and members who are non-Japanese nationals so I am working on my language skills as well. I have definitely improved my communication skills compared to when I joined Costco years ago.

Are there any specific areas that you focused in terms of self-development upon joining Costco?

I thought about how personal growth can be tied to Costco’s growth. Specifically, I bounced ideas with my colleagues about how best to achieve maximum member service. When members are satisfied with their shopping experience at Costco, it boosts the company's growth, expands the scale of my service and ultimately leads to personal growth. However, I am still exploring and learning every day.

What are your future goals?

In order to achieve Costco Japan’s national expansion plan, my intention is to train as many staff as possible in becoming future leaders. My own personal goal is to overcome challenges and improve areas of my professional development every day to become Warehouse Manager one day.

A message to graduates thinking about applying to Costco.

Please challenge yourself by applying for a job at Costco, an exciting place to work!
I look forward to working with you one day.
Have fun!!!

Assistant WHS Manager

SATOSHI

KANA

TOSHIHIKO