Building Trust with Local Partners: Choosing the Right Collaborators for Warehousing, Delivery, and Customer Care
- あゆみ 佐藤
- Nov 4
- 4 min read
For overseas manufacturers seeking localized entry into Japan's e-commerce market—rather than cross-border expansion—it is essential to build warehouse, delivery, and customer care systems with reliable local partners. By considering major carriers and global platforms, as well as flexible mid-sized and small businesses, alongside e-commerce-specific warehouse services like FBA (Fulfillment by Amazon) and Rakuten Super Logistics (RSL) on a case-by-case basis, companies can simultaneously achieve cost optimization and enhanced customer satisfaction.
1. Warehousing and 3PL: End-to-End Fulfillment from Inventory to Delivery
1.1 Amazon FBA (Fulfillment by Amazon)
Overview:Amazon FBA provides overseas sellers with access to Amazon’s domestic fulfillment network in Japan. Once inventory is sent to an Amazon fulfillment center, the system manages order processing, packing, shipping, customer service, and returns on behalf of the seller.
Key Features:
Prime Confidence: FBA items qualify for Amazon Prime, offering same-day or next-day delivery that builds strong buyer trust.
Scalability: Automatically adapts to demand spikes during sales seasons, minimizing operational overhead.
Multi-Channel Fulfillment (MCF): Enables sellers to fulfill orders from their own EC sites or Rakuten stores using FBA inventory.
Best Suited For:
Brands prioritizing Amazon as a main sales channel seeking Prime delivery benefits.
SMBs looking to outsource fulfillment and avoid upfront investment in domestic logistics.
D2C brands wanting to minimize stockout and delivery delay risks during major promotions.
1.2 Rakuten Super Logistics (RSL)
Overview:RSL is a 3PL service for Rakuten merchants, integrating order, inventory, and returns management through Rakuten’s RMS platform.
Key Features:
Faster Turnaround: Companies reduced lead time from 48 to 24 hours on average, preventing lost sales opportunities.
Automated Returns: Handles return requests, inspection, and resale through RMS integration.
Omni-Channel Integration: APIs allow consolidation of orders from external EC sites or other marketplaces.
Best Suited For:
Merchants focusing on Rakuten Marketplace seeking workflow automation via RMS.
Companies managing multiple delivery options (gift wrapping, time-slot delivery) in a unified system.
1.3 Yamato Transport “EAZY” 3PL Solution
Overview:EAZY is Yamato’s EC-focused 3PL service that combines in-house warehouse capabilities with nationwide delivery under a unified WMS (Warehouse Management System).
Key Features:
Reduced Shipping Errors: EAZY users cut annual shipping errors from 1,200 to 200 cases and improved productivity by 30%.
Multi-Temperature Storage: Supports ambient, refrigerated, and frozen goods within the same platform.
API Integration: Real-time order and inventory syncing with a dashboard for visibility and control.
Best Suited For:
Mid-sized firms handling temperature-sensitive products (food, cosmetics, quasi-drugs).
Brands without warehouses seeking nationwide coverage through Yamato’s logistics network.
1.4 Kantsu (KANTSU Co., Ltd.)
Overview:Based in Amagasaki, Kantsu provides EC-focused warehousing and 3PL services, including end-to-end support for imported goods from overseas factories.
Key Features:
Smooth Import Integration: Streamlined customs, warehousing, and inbound processing for direct shipments.
Unified Inventory Management: Integrates stock across multiple marketplaces, own EC, and cross-border channels.
Flexible Workforce Scaling: Adjusts labor capacity during peak seasons.
Best Suited For:
Brands importing goods directly from overseas factories seeking one-stop handling.
D2C companies with seasonal or promotional spikes in shipment volume.
1.5 Small and Regional 3PLs: e-logis, Logi-Support
Overview:Ideal for small-scale operations or short-term projects, these regional 3PLs offer low setup costs and minimum volume flexibility.
Key Features:
e-logis: Provides end-to-end support — from warehouse manual creation to inspection and pick/pack operations.
Logi-Support: Focused in the Kanto area, offering quick turnaround and flexible staffing for variable workloads.
Close Communication: Dedicated account managers support emerging D2C brands attentively.
Best Suited For:
Test markets or small D2C startups prioritizing low initial investment and hands-on support.
Seasonal or limited-edition product lines needing short-term storage and dispatch.
2. Delivery: Balancing Quality and Cost in the Last Mile
2.1 Major Carrier: Yamato Transport
Provides stable same-day and next-day delivery nationwide.
Maintains a cool-delivery delay rate below 0.2% for cosmetics and perishables.
Integrated with EAZY for seamless warehouse-to-delivery management.
2.2 Major Carrier: Sagawa Express
Operates 430 branches across Japan with strong capabilities for large and regional shipments.
Improved weekend-sale next-day delivery rate from 70% to 90% for e-commerce clients.
Offers hybrid cargo-passenger transport for remote areas at lower cost.
2.3 Major Carrier: Japan Post
Serves a wide range from lightweight mail to parcel delivery.
Low-cost options like Click Post (¥198) and Yu-Packet (¥310).
Subscription shipping services have achieved 30% logistics cost reduction and 5% churn improvement.
2.4 Regional Forwarders
Offer cooperative, low-cost delivery for rural or island areas.
Example: Yamato × Zentan Bus collaboration in Toyooka City, Hyogo Prefecture, combining local bus lines with parcel transport.
2.5 Startups and Small Carriers (e.g., Rakupos)
Provide last-mile-only services optimized for small, frequent shipments.
Effective for subscription boxes, samples, or regional campaigns.
3. Customer Care: Enhancing CX Through Integrated Platforms
3.1 Zendesk
Omni-channel integration (email, phone, chat, social).
AI automation covers 80% of inquiries, reducing response time by 30% and raising CSAT by 15 points.
3.2 Salesforce Service Cloud
Provides personalized responses through CRM linkage.
Achieved resolution rate improvement from 85% to 95% for electronics brands.
3.3 Freshdesk
Affordable multi-channel solution for mid-sized companies.
Beauty brand case: +20% ticket resolution improvement.
3.4 LINE Chatbot + Human Support
FAQ auto-response rate increased from 50% to 75%; live agent wait time under 2 minutes.
Rich menu design enables self-service customer interaction.
3.5 Email Support BPO
Native Japanese agents reduce email handling costs by 30%.
D2C cosmetics brand improved CSAT from 4.0 to 4.4.
4. Comprehensive Partner Selection Checklist
5. Implementation Flow and Continuous PDCA Improvement
Partner Research: Identify candidates aligned with product and channel strategy.
RFI/RFP Process: Define requirements, obtain proposals, and conduct site visits.
Pilot Operation: Test limited SKUs for proof of concept.
KPI Setting: Measure inventory turnover, lead time, delay rate, CSAT.
Monthly Review: Discuss KPI results and identify improvement points.
Implementation: Update processes, systems, and manuals.
Scale Up: Add new sales channels and campaign logistics.
Co-Creation: Collaborate with partners on innovation and service enhancement.
Conclusion
To meet Japan’s high standards for quality and service, overseas brands must strategically select partners of various sizes — from global logistics giants to regional specialists. By leveraging solutions such as Amazon FBA, Rakuten Super Logistics, Yamato EAZY, Kantsu, regional 3PLs, and customer care platforms, and continuously refining operations through PDCA cycles, companies can establish a stable, scalable, and truly localized e-commerce foundation in Japan.
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