Does your dream job include making sure that pets have the stuff they need to be happy and healthy? Then feel free to be just a bit jealous of Mengran Zhou, who’s part of the team at Chewy who delivers joy to your door.
“How do we pack up customers’ orders in the best way—and deliver the things they need as quickly as possible? That’s where my job lies,” she explains.
Since October 2019, Zhou has worked to ensure pet parents’ packages are delivered at the perfect time and in perfect condition. For a company like Chewy, which delivers thousands of packages to customers’ doorsteps each day, that’s a process of constant innovation. To help pets and their parents live their best lives, Zhou and her team examine each step in the packaging and shipping process, from the time a customer places an order to the moment it leaves the warehouse. The goal: finding new ways to upgrade the experience.
“By improving our process, we do a better job of guaranteeing the quality of our products,” Zhou says. By devising better ways to package customers’ orders, for example, Zhou and her team aren’t just protecting their deliveries—they’re making sure that pet parents across the country get to experience the excitement of unboxing a fun new toy or a pet’s favorite food.
Zhou’s tireless pursuit of efficiency isn’t just for Chewy customers. She’s working to make sure our fulfillment center employees have everything they need for long-term success. Because when our team is working better and smarter, you get the items you need sooner—and that means more happy mealtimes, playtimes and all-around good times for pets and their people.
“We think of our team members as our internal customers,” she says. “We want to give them a work environment that is the most friendly.” To that end, Zhou is always on the lookout for ways to make the internal process of shipping your blue boxes more efficient and safer for the team members in our warehouses.
Those goals—delivering high quality products and protecting employees’ safety—were central to Zhou’s work at Chewy before the pandemic. But in the wake of COVID-19, they took on added importance. As local stores shut down or sold out, customers relied on Chewy to deliver the products their pets need. And keeping her coworkers COVID-free meant implementing new safety procedures.
With customers and their precious pets top of mind, Zhou and her team went into warp speed. “We implemented safety measures to ensure that our team was able to do their work without any negative impact to their health,” she says. Those efforts paid off, and her team has continued to step up their game in the months since. “When the operations can run smoothly, it ensures that Chewy customers receive their orders on a timely basis with great quality,” Zhou says.
And in case you were wondering, yes, Zhou (like most of us at Chewy) is a besotted pet parent who knows the joy of an extra-special delivery firsthand. Since she began working at Chewy, her cat, Grey Tea (nicknamed Juju), has been getting extra spoiled. “I’m always finding new things that she would love,” Zhou laughs, explaining that getting a blue box in the mail is a common occurrence at her place. “I’m always buying her something new, just from working here and looking at all our products.”
And delivering that same joy to pet parents across the country is what keeps her motivated.
“We have a mail locker in the apartment complex where I live. Every time I go, I see a couple Chewy boxes—not mine, but ones for my neighbors who are ordering from Chewy,” she says. “I’m definitely very proud of those moments, of seeing other Chewy boxes showing up and knowing the background story behind them. There’s something very special about that.”
A Few of Mengran's Favorite Holiday Things
Design Imports Santa Belt Pet Bowl
Comfort Zone 2X Pheromone Formula Calming Refill for Cat Calming
Frisco Holiday Festive Santa Dinosaurs Volcano Hide and Seek Plush Puzzle Squeaky Dog Toy
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