About Koch & Co

Koch & Co is Australia’s leading floristry, event, and décor supplier. With 8000 SKU’s we are able to offer our customers a one stop shop solution with 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.

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

The role

Our customers experience when dealing with Koch & Co is a cornerstone of our business. We’re looking for a Customer Service Manager that believes this!!

You will play your role in this through leadership, guidance and training. It’s important that you understand the sales and supply process as well as service and information flow which make our customer care team so successful.

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

- 3+ years in customer service, including 2+ 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 recent tools and technology

Why Koch & Co

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.

Apply now with your resume and a short note on why this role suits you.

📌 Customer Service Manager | Koch & Co | (Western Sydney) (Huntingwood)
🏢 Koch
📍 Huntingwood