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2022.12.19
｜CEP
Witty, conversational, and confident—his face instantly lights up with enthusiasm whenever the conversation turns to baseball.
Meet Joy (Ziqiang), Manager of the Air Freight Department!
Having fought in the industry trenches for decades, he is always eager to share his rich repository of experience and deep expertise, guiding his team members toward continuous growth and progress. Today, let’s step into his world and hear his story...
Having worked part-time since his student days, Joy has engaged in a remarkably diverse array of industries. Majoring in film and television production, he worked as a TV show assistant at a broadcasting company. Through friends and family, he even worked part-time in the funeral industry. "How you view the job matters deeply. To me, doing the work with respect and a heart for service—providing a dignified final farewell—is what matters most," Joy reflects.
His entry into the logistics industry came in high school when a classmate worked in freight forwarding. Introduced by his friend, Joy started at the ground level in field operations, running errands for air freight documents, visas, and banking procedures. After changing paths a few times post-graduation, he ultimately returned to freight forwarding. From driving trucks, managing warehouse logistics, and customer service (CS) to co-load sales—Joy has worked virtually every position in the industry. Today, as manager overseeing the entire Air Freight Department, he has accumulated a wealth of experience and a vast professional network along the way.
Having occupied so many roles, which position does Joy feel suits him best? "I see it as progressive growth; field operations was a foundational trial. Starting from OP documentation built a solid groundwork, followed by handling client relations in CS, and eventually transitioning into co-load operations today. In truth, communicating with clients and airlines is all about building relationships. Handling co-load operations feels very natural now because my bonds with peers and airlines were cultivated over many years."
"With the passage of time, growth is inevitable—you elevate your own value while forging your unique experience."
During the early days of freight forwarding, a distinct workplace culture prevailed: entertaining clients over drinks. "Entertaining took many forms. Back then, drinking culture was intense, and business was forged over glasses. Many seniors secured deals the next day simply because they drank with clients the night before. So, when applying for airline jobs in the past, the first question was often: 'Can you drink?' (laughs). Usually, after wrapping up morning office tasks, you’d head out for lunch, start drinking and entertaining in the afternoon, and return only after business hours!"
However, as the business environment evolved, drinking culture declined significantly. Joy believes that whether dealing with clients or industry peers, genuine human connection remains what truly matters. "That's why I constantly emphasize bringing more human warmth to team leadership—especially in today’s digital era, relying solely on typing away at a keyboard feels cold." Consequently, he actively encourages team members to nurture relationships through in-person visits. "Human interaction feels warmer when you meet face to face. As the saying goes, 'Meeting in person creates affinity.' Showing up opens doors!"
Joy generously shares a few key tips for client visits:
#1. Schedule in advance via phone: Confirm the client's availability before heading over; unannounced drop-ins are unprofessional.
#2. Do your homework beforehand: Understand the client’s business nature and characteristics to find the right entry point during conversations.
#3. Start with casual conversation (?!): Avoid diving straight into business, which can feel transactional. Starting with lighthearted current events or small anecdotes creates a relaxed atmosphere before naturally transitioning to business.
Behind these practical tips lies an essential overarching principle: when visiting clients, view the interaction not as a chore, but as an exchange. Use interaction to bridge distance, gradually cultivating mutual trust. Converse like friends—expressing mutual needs and coordinating how to collaborate. Furthermore, Joy encourages colleagues to actively participate in industry events. Beyond tightening inter-company ties, such occasions serve as excellent platforms for networking.
In interpersonal dynamics, communication skills are indispensable—a quality Joy considers essential in freight forwarding. "Because you interact with clients, airlines, and industry peers, achieving mutual consensus is vital, making communication skills non-negotiable. Building rapport requires mutual understanding while attending to fine operational details to satisfy both parties." To sharpen communication skills, practice remains the sole path to mastery.
"This isn't learned in a single day. You will naturally feel nervous at first, but through gradual practice and real-world experience, continuous exposure brings progress!"
Joy shares a memorable case from his past. Decades ago, numerous international superstars held concerts in Taiwan—such as Michael Jackson and Whitney Houston. At the time, Joy worked for an event management firm that handled Michael Jackson's concert tour. Having just transitioned from warehouse operations to airport operations, Joy handled the project firsthand. Recalling the experience, Joy can hardly contain his excitement:
"Michael Jackson's concert tour arrived in Taiwan via chartered aircraft. Upon arrival, personnel needed clearance badges, followed by customs declarations. Because very few people handle such specialized cases, every detail required meticulous communication before offloading on the tarmac. Their professional team arrived to direct how to unload, pack the trucks, and transport equipment out."
Working with international teams presented language barriers, requiring interpreters to execute the mission smoothly. Midway through, disputes arose between truck companies and co-organizers. In that moment, coordination and scheduling proved critical. "Because the equipment was extremely valuable and delicate, zero collisions were tolerated, requiring extensive negotiation. The entire unloading process took a day and a half to complete!"
Solving problems for clients and executing every mission serves as Joy’s ultimate source of professional accomplishment.
"To me, achievement isn't about personal glory, but about empowering the client. Service must be thorough and attentive. Resolving issues for clients and earning their trust is my greatest reward. The focus isn't strictly on securing immediate business, but on helping them overcome hurdles and complete their goals smoothly—that is true achievement."
Having strived in freight forwarding for many years, Joy notes that workplace culture differed vastly in the past. Before industry digitization, workloads were so overwhelming that people had little time for others—let alone guiding newcomers gently. Novices learned through trial and error or harsh reprimands, enduring a rugged path. While Joy doesn't endorse verbal tirades, he came to understand the intent of his predecessors:
"Seniors weren't withholding knowledge; they let you hit walls so you’d realize this industry isn't simple. It was essentially a mentor testing your resilience and patience."
Yet, transitioning from field operations to Air Freight Department Manager, having experienced Spartan-style mentorship himself, Joy chose a different approach to team leadership. To him, leading a team requires building healthy communication channels and engaging in one-on-one dialogues to understand genuine needs. Guiding a younger team today, Joy leads them much like interacting with his own children: "If you don't interact with them, you won't know what they're thinking. Genuine communication is needed to understand their hearts."
Joy also believes a leader must possess "influence"—positive influence that ignites team spirit and unleashes potential. He regularly encourages team members to attend courses, such as dangerous goods or aviation security training. Learning not only strengthens technical knowledge but also boosts self-fulfillment and personal value awareness. Simultaneously, he encourages long-term career growth—such as internal promotions, trying sales roles, or expanding horizons across other fields.
"Just as Chairman Mr. Chen says: challenges are always welcome. As long as you are willing to try, don't worry about failing. At least you tried, leaving no regrets."
Additionally, he highlights another crucial leadership quality—optimism. "If a manager is perpetually gloomy, team members will feel suppressed; that atmosphere is contagious. Maintaining positive energy to lead and inspire your team pushes projects forward in a better direction." Joy shares a lighthearted anecdote: "At my previous company, because Fridays were chaotic and stressful, I would suddenly tell jokes or share something funny to lighten the mood and let everyone relax." Bringing an innate sense of humor, Joy routinely finds moments to brighten daily routines.
How does "Mr. Optimist" navigate professional bottlenecks? "When facing challenges at work, I remember what my teacher once told me:
'Never give up hope; trust yourself. You cannot possibly be the worst off. Believe in your ability to succeed—there is no hurdle you cannot cross.'"
"My student-era teachers provided immense inspiration." The teachers Joy refers to were mentors met during his youth. Admitting he disliked studying and loved having fun in his early years, Joy was a bit of a troublemaker. Yet in junior high and high school, he met wonderful teachers: "They never gave up on me, offering guidance in work and life like guardian angels. Without them by my side back then, I might have strayed off course. They pulled me back in time, offering constant encouragement and support, which profoundly impacted my life." Mindful of the help he received, Joy resolved to treat others with the same care, extending that deep empathy into his work today.
In 2017, Joy joined GMC. Having navigated the industry for years and worked at global logistics firms, he views GMC as a company with exceptional team strength: "I've worked at both large and small companies; some firms have strong individual sales representatives, but their teams lack cohesion—everyone works in silos. GMC is the most cohesive company I've ever experienced. Teams actively support one another, and everyone approaches every task with dedication—whether it's the sales team, the co-load team, or our back-office units."
Furthermore, he notes that the innovative mindset frequently emphasized by management is a shared value among team members. Following the Chairman's vision, everyone continuously innovates to provide clients with superior service and partnership opportunities. "What makes us rare is our deep commitment to quality. Some companies care only about securing deals, neglecting quality control. In our industry, technical details demand strict compliance—especially regulatory requirements. When specific situations arise, I insist clients follow regulations while providing reliable, safe advice, grounded in honest communication. That's why I constantly emphasize building a trustworthy brand. Corporate culture matters deeply; a great company does not merely secure deals, but delivers long-term follow-up service—something GMC executes exceptionally well."
Discussing the corporate value that resonates most with him, Joy says: "It's what the Chairman constantly emphasizes—'No Blame, No Complaint'—which is even printed on our business cards! That is a culture rarely found in typical corporations. While eliminating blame entirely is difficult, our workplace sees far less of it because we constantly remind ourselves to examine our own actions before pointing fingers or complaining."
Every encounter is driven by destiny, and everyone who enters our lives offers lessons. When asked who he wishes to thank at the company, Joy smiles warmly:
"Working in the same company is a shared connection, so I feel grateful to everyone. I thank the Chairman for granting me this opportunity, and I'm deeply grateful to the General Manager, Michael, and our OP staff. Without their hard work, how could our department thrive? Naturally, I also want to thank myself for taking the opportunity to come here and work alongside everyone."
"The company atmosphere is wonderful—everyone is dedicated and accountable at work. Even more commendable is how well the Chairman treats employees. I firmly believe that when a leader treats employees well, employees willingly dedicate themselves in return."
Joy adds: "Typical enterprises rarely treat employees this well. I’ve worked at sales-driven companies where sales reps received lavish perks while other staff suffered massive disparities without fair compensation, leading to high turnover. Yet at GMC, turnover remains remarkably low. That stems from our harmonious work culture—a rare quality to find in an enterprise."
Balancing busy work schedules with personal life poses a common challenge for many. Once boundaries blur, personal order easily dissolves. Joy offers his perspective on this balance:
"Approach work and life with the exact same attitude. How you work defines how you live."
"It's a two-way street. You shouldn't bring work stress home, nor bring personal issues to the workplace. Work and life must remain balanced through intentional release. Sometimes I sit quietly by myself to reflect and recharge."
An athlete since childhood, Joy passed the entrance exam for Taipei Physical Education College in his youth. He once considered pursuing baseball professionally, but after careful deliberation, chose another path—retaining baseball as an off-duty passion to enjoy the pure fun of the game. With nearly 40 years of baseball experience, he belongs to three teams today, playing on weekends with teammates. He even flew to Japan on a whim just to play at the Tokyo Dome—playing late into the night in Japan before flying back to Taiwan to continue playing! "I still play with retired professional players today, and our skills aren't far apart. Even in our 50s, we don't necessarily lose to younger players," Joy laughs proudly. "Besides, exercise provides an outlet to relieve stress, which does wonders for well-being."
As a workplace veteran, Joy offers advice to younger professionals: "Cultivating personal interests and technical expertise while maintaining an active learning mindset is essential. Without specialized skills today, surviving in the workforce is tough—how can you work without mastery?" Regarding work methods, he adds: "I notice new recruits today have strong ideas! They're a bit rebellious (laughs), which is great—having personal ideas and innovative capacity is wonderful! However, I recommend following the methods taught by senior colleagues for a period first. First, it ensures safety; second, it guarantees error-free execution. Many young people try to streamline workflows prematurely, easily overlooking fine details. Innovating to save time is great, but building a solid foundation must come first."
Finally, Joy shares his life motto:
"Don't obsess over others' opinions; be authentically yourself and live in the moment."
Overthinking others' perceptions brings no benefit and disrupts life.
"Living authentically is what matters most. Life should be lived joyfully—since time passes whether you're unhappy or happy, why not choose to embrace every day with joy!"
