Head of Customer Care — Lead Service Excellence

Koch & Co; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Team leadership

Customer service

ERP systems

CRM systems

Excel reporting

Coaching

Tools

ERP systems

CRM systems

Job description

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.