Customer Service Manager | Koch & Co | (Western Sydney)

Koch & Co; Sydney; Sur place; AUD 90 000 - 120 000; Plein temps

Résumé du poste

Koch & Co is seeking a hands-on Customer Service Manager to lead our Customer Care team. You will own people, processes and drive performance to ensure every order, enquiry and complaint is handled efficiently, reflecting our much-loved Australian brand.

This leadership role involves coaching staff, setting service standards, and coordinating rosters for peak periods while collaborating with senior leadership to continually lift customer satisfaction.

Qualifications

• 5+ years in customer service with leadership experience.
• Experience in a B2B wholesale, distribution, or multi-channel retail business.
• Proficiency with ERP/CRM and Excel reporting.
• Strong people leadership and coaching skills.

Responsabilités

• Lead, coach, and develop the Customer Care team with clear KPIs and regular reviews.
• Set and track service standards across phone, email, and web.
• Ensure orders are accurate and processed on time.
• Own complaints, returns, and credits through to fair resolutions.
• Plan rosters and resourcing for big seasonal peaks.
• Turn customer feedback into practical insight for Sales, Product, and Marketing.
• Review internal sales calls, track call quality and activity, and coach the team to improve.
• Build and maintain procedures and training to keep service consistent.

Connaissances

Team leadership

Customer service

ERP systems

CRM systems

Excel reporting

Coaching

Outils

ERP systems

CRM systems

Description du poste

Koch & Co has been at the heart of Australia’s floristry, event, and décor industry since 1931. We design, source, and supply one of the country’s broadest product ranges across artificial flowers, giftware, event styling, ribbons, packaging, and florist supplies. We operate across wholesale, retail, and ecommerce channels, serving florists, retailers, event stylists, and consumers nationwide.

Our head office is in Huntingwood (Western Sydney). To explore our company and range, visit www.koch.com.au.

The role

Our Customer Care team is the part of Koch & Co our customers talk to most. We’re looking for a Customer Service Manager to lead that team, lift our service standards, and make every order, enquiry, and complaint an easy experience for the customer.

This is a hands-on leadership role. You’ll own the people, processes, and drive the team’s performance.

What you’ll do

• Lead, coach, and develop the Customer Care team, with clear KPIs and regular reviews
• Set and track service standards across phone, email, and web
• Make sure orders are accurate and processed on time
• Own complaints, returns, and credits through to a fair resolution
• Plan rosters and resourcing for our big seasonal peaks
• Turn customer feedback into practical insight for Sales, Product, and Marketing
• Review internal sales calls, track call quality and activity, and coach the team to improve
• Build and maintain the procedures and training that keep service consistent

What you’ll bring

• 5+ years in customer service, including 3+ years leading a team
• Experience in a B2B wholesale, distribution, or multi-channel retail business
• A track record of lifting service levels and customer satisfaction
• Confident with ERP and CRM systems, and with Excel reporting
• Calm under pressure, and happy to jump on the phones when the team needs you
• Experience reviewing call quality and coaching staff in contact centre team
• Always looking for smarter ways to work, including new tools and technology
• You’ll lead a team that genuinely shapes how customers feel about a much-loved Australian brand. You’ll have real influence over how service is delivered, support from senior leadership, and a product range people love buying.