TOM Staff Interview:The Man Running TOM’s Factory

In honor of TOM Week, we’re highlighting a staff member through an interview. I’m grateful for the chance to interview our team members here at TOM because I know everyone is passionate about otaku life. We’ve always wanted to share more of that with you because I’ve always believed TOM and our fans are closer than just a company and its customers. We strive hard to make sure you’re able to enjoy your otaku life, and I hope this interview provides you with insight into the man responsible for making sure your items are packaged and shipped to you with care.

What is Factory?

Could you briefly introduce yourself and how long you've been working at Tokyo Otaku Mode?

My name is Syunya Suematsu, and I’ve been the Fulfilment Operations Manager at Tokyo Otaku Mode since 2013.

What job did you do before TOM, and was there a specific reason that interested you in shipping logistics as a career?

I worked 16 years at a transportation company in Japan. I don’t have a particularly big interest in logistics, but it was always my desire to be involved with delivering anime and other Japanese media that I personally love to fans around the world.

Could you describe the atmosphere at TOM’s warehouse? Also, I’m curious about one more thing I’ve noticed over my years at TOM. Everyone calls our warehouse, “Factory”. Is there a reason for that?

TOM’s warehouse is in all meaning a fulfillment center where we store and ship products to the world.

We call it “factory” instead of “warehouse” because we were afraid that using the term “warehouse” would confine us to only that definition, without the ability to create more meaning to the role and how it could operate within TOM. There’s a saying in English that effectively states, “Names and natures do often agree.” I felt like using the word “warehouse” didn’t align with the vision TOM aims to achieve and what I feel logistics means to me.

People tend to view warehouses like a cost center to store physical goods. I think understanding the nature and limited scope of a warehouse means, on top of how we run it, that it will always be a cost center. But, only going by that definition alone feels “painful”, relegating the warehouse to being a place where you wait for time to pass and do as you’re told. The end result of working in an environment like that is your productivity and costs becoming worse over time.

Similar to how Slack adds a playful nuance to our workplace, I wanted “factory” to be a place that "imagines, creates, and produces satisfaction" for both those who receive our packages and for the employees working at the warehouse. Factory is a playful expression that encapsulates that belief and allows for broader interpretations. I spent the most time figuring this out when we first set up the warehouse.

I think that explains why I’ve always felt so invited and relaxed when I’ve gone to factory. In my mind, it’s always been a place for TOM Staff to work, gather, and enjoy working together. I’ve also valued factory for its unique atmosphere. There’s music playing in the office area and inside the warehouse for the employees, we get in a couple matches of Street Fighter during the 20 minute break, and there’s otaku related items displayed around the office that help everyone to feel relaxed. Do you think that’s another facet to “factory”?

Thanks. We work for a company that supports people’s likes and hobbies, so it makes sense for us to also support our staff in what they find interesting. Keeping that in mind, we all have our jobs and tasks to do. It may seem like a good atmosphere, but it’s always a difficult balance to maintain. I think because there’s a bit of tension that it’s possible to relax.

Could you describe the office area’s interior design?

There’s not one in particular…but I’ve tried to create a sense of unity and get rid of the “workplace” feel.

About the Job

Thanks for sharing the meaning behind factory and a little about it. I’d like to talk about the job a bit more. Could you describe what a typical day is like for you at factory?

Oh, this is a tough question you’ve asked. We typically prepare for shipping related tasks in the morning and then move onto receiving/unpacking shipments like pre-orders, cleaning the warehouse area, stocking, and organizing the shelves. I’ll also deal with individual requests and meetings with other TOM staff throughout the day.

Are there any noticeable changes during the year in terms of order volume?

That’s a great question. Since the majority of products on the TOM Shop are pre-orders, our busiest days are when many pre-orders are released and arrive at factory around the same time. The release dates and when the products arrive can vary, which means there’s not a specific season or period where we’re busier than the other.

In terms of popularity, what kind of figures are people recently purchasing now compared to in the past few years? More Nendoroid/prize vs scales, etc.

I feel that our fans are overwhelmingly purchasing scale figures more than any other figure type.

What are some of the biggest challenges you’ve had with shipping/logistics?

Since we ship items from Japan, we’re unable to control circumstances that affect shipping overseas like global crises. It’s even more difficult making sure our fans understand how these circumstances affect their orders. I think we should work on finding better avenues to convey that information to them. Ideally, we’re looking out for each other. I can’t say much regarding the logistics side of the conversation because talking about the challenges of the entire supply chain can be a bit complicated (laughs).

Overall, I feel the most difficult aspect of understanding how shipping and logistics work from a shipper’s perspective requires inside industry information, while from a customer’s point of view it requires outside knowledge of circumstances.

Without giving an actual example, could you explain this in terms of a fictional situation?

For example, say you like apples and are impartial to oranges. A very kind person offers to bring you an apple everyday for a year. However, for one day only they run out of apples and bring you an orange. How would you react? If they feel like you doubt them, even in the slightest, then you may have lost their trust and they may not bring you any apples again.

I see. So, how would you adjust to meet the demands of that situation?

You can’t lose focus of what has value or what constitutes the standard. We have to remember how the person felt after not receiving their apple and the kindness of the person who brought it to them. We should never lose sight of what matters most!

You’ve always stressed the importance of the quality and care TOM takes in packing and sending items. I remember you teaching me this lesson in the past when I went to factory and learned our shipping process. It’s our job at TOM to ensure the entire process from the browsing and purchasing experience to packing, shipping, and to the fans receiving their package is the best experience. That spans the entire TOM staff across multiple teams, which is why we refer to how we operate at Tokyo Otaku Mode as ONE TOM. It takes all of us to make sure fans are happy when they receive their packages.

Memorable Moments

Thanks for giving us some insight into how you think about shipping and logistics. Moving on, do you have a memorable moment at factory or at the TOM office you’d like to share? Why did that moment leave an impression on you?

Honestly, everyday is memorable. But in particular, there was one time that I participated in a large fighting game tournament called EVO. There’s a line on the entry form where they ask if you have a sponsor. I thought it would be cool for Tokyo Otaku Mode to be my sponsor, not that I was expecting TOM to provide me with any financial support.

I think knowing the company has your back is an important feeling. Did they agree to sponsor you?

Yes. And they told me, “TOM supports people’s passions, so why shouldn’t we also support our employees' passions.” I was very glad when I heard that, and I went to EVO about as happy as a little kid going to Disneyland.

Speaking of your hobbies, you often share things in company meetings that you’re passionate about like fishing or mountain climbing. What are you currently into?

I recently learned how to sail boats. It’s inspirational when I think about how our ancestors braving the seas for trade and ideas has led us to the everyday items we use today.

By the way, what was the first anime, manga, or game you remember?

I don’t remember the first anime I watched, but I feel like the manga Doraemon has been with me ever since I can remember.

Do you have a favorite anime, manga, or game either now or from your childhood that you’d like to introduce to readers? How did you first find out about it?

I first discovered “Tenchi Muyo! Ryo-Ohki” when I watched it late at night with my friend at their house. That then led me to watch “Nadia: The Secret of Blue Water”, and that's my number one recommendation for readers.

In Episode 17, Nadia understands that she cannot achieve everything by herself, and she learns to ask others for help. One scene that stuck with me is when the character named “Sanson” tells her, “Once you know the limits of what you can and can’t do, that’s when you become an adult.”

Oh, and I also recommend “Full Metal Panic”.

Hearing the names of those anime brings back good memories. What does “Otaku Life” mean to you?

I believe it’s deciding what you like for yourself rather than liking it because someone else does.

What has been the peak of your otaku life so far?

It has to be Sailor Moon!! I wanted to grow up to be like Tuxedo Mask.

Thanks for opening up and telling us a bit more about yourself, and once again, giving some great information about factory. Is there any message you’d like to leave the readers with?

Hello, everyone. Thank you for your support and using Tokyo Otaku Mode. There’s currently a storm of world events that have been causing a lot of division, and international shipping is not in a good state. Japan Post suspended shipping to the United States, the US imposed tariffs/taxes on goods below the de minimis threshold, shipping to other countries has been affected by numerous conflicts, and so on. The world is connected, for better or worse, and it’s during times like these that we can feel that connection.

Personally, I feel that we collect figures and other items from anime, manga, games, etc. to be more connected with those worlds. When you buy an item from Tokyo Otaku Mode, you’re creating a thin web of thread stretching across the world, linking you and others to what you love. I believe it’s our mission at TOM to make sure those threads never break.

Since TOM is a service that delivers physical items overseas, I think there will always be various challenges like tariffs and other issues that arise for our customers. However, I’ll be happy if readers understand that we’ll continue doing everything in our power and effort as ONE TOM to make sure the threads between us aren’t cut.

Wrap Up

Thank you Suematsu-san for your time and the chance to interview you, and thanks readers for sticking with us at the TOM ZINE. It’s our 1st anniversary and we’d love to know if you’d like to see more of these interviews. Visit the front page and answer the TOM ZINE feedback survey.