Koala is a global furniture brand bringing Australian design and innovation to the world. We create forward-thinking products that solve problems for people and homes everywhere, driven by our purpose to make the world a more comfortable place.

We’ve always believed in doing things differently, whether in the way we develop products, how we do people and culture, or the way we bring the brand to life. That mindset has fuelled our growth, helping us disrupt categories in ways that are creative, bold and often unexpected. While we’re a household name in Australia, our journey on the global stage is only just beginning.

Since launching in 2015, our furniture has reached homes across Australia, Japan, the US and the UK. As a B Corp-certified, customer-obsessed, and data-led company, we’re committed to revolutionising furniture for generations to come through design, innovation, and meaningful sustainability.

Role Description

Being a key part of Koala’s sustainability focus, the role at Second Home is diverse with no two days being the same! We strive to find a second home for all returned products, working hard to prepare products for its next stage of life via our retail operation at a fraction of the price, through donation to one of our many cherished charity partners or through recycling with one of our partners.

Key Responsibilities

Everything we do starts and ends with the customer. In this role, you will:

• Own the Floor & the Screen: Seamlessly navigate customer needs across both physical and digital platforms.

• Drive Results: Use your natural selling ability to turn casual inquiries into loyal customers.

• Exceed Expectations: Go beyond standard service to "knock the socks off" every person you interact with.

• Safety first- Maintain standards of health and safety, hygiene, housekeeping and security within the Warehouse and Office spaces

• Working with inbound/ return products. Continually focus on improving return product processes that allow for new and improved ways to operate

• Recovering returned products to their best possible state: This will include replacing covers, repackaging, cleaning of product, disassembling products and then reassembling with spare/new parts and identifying ways to fix broken products. The goal is to do whatever we can to increase the lifespan of the product for its next home.

• Champion the sustainability direction for the Koala Second Home ensuring we do whatever is possible to limit any negative effect on the planet. Work towards making sustainability a natural part of our everyday work.

• Be comfortable working within groups and presenting ideas and feedback to continuously improve the operational processes and customer experience

• Be comfortable working with other departments within the business to take a collaborative approach to deliver outcomes

• Ability to work 3 weekends per month (Replacement time off for this will be before, after or both sides of the weekend)

• Be comfortable supporting other areas of the business as needed e.g Jumping in lending a hand on a delivery run

Ideal background

• Prior experience in a retail or customer facing environment with a demonstrated ability to deliver a high level of customer service

• Proficient in use of computers and other devices

• Prior experience in warehousing or furniture assembly

• Proven ability to implement process improvement initiatives through innovative suggestions

• Demonstrated ability to work with minimal supervision and collaboratively within and across teams

• Current drivers licence

Treehouse Perks and Privileges

Koala is only great when its employees are happy — and we’re one happy bunch!

• Take a break - Generous time off - volunteer, parental, Koala life leave and more to help keep your work-life balance, balanced.

• Surprise & delight - The two-word combo at the core of everything we do. All Koalas can expect to enjoy free Koala products with ‘mates rates’ for your friends and fam.

• Support & wellbeing - Our employee experience respects and embraces all families, formed, found and evolving. You’ll have access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support.

• Accelerate your career - via our Learning Management platform, as well as individual and team growth budgets and dedicated days.

• Community & connection - We believe that simply doing ‘no harm’ isn’t good enough So, how are we doing our part? BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding, 1% and so much more.

All in all, the Koala Kommunity is a great place to hang out and belong to!

Koalities We Look For

At Koala, we do things a little differently and we don’t shy away from the fact that we expect a lot from our employees! We are ambitious. We are curious. We are selfless. We want you to challenge expectations, always look to make a difference and give us something different from the norm. We want people that bring great energy, that have a long-game focus and are always trying to find new angles and approaches to the way we work. We're a team full of entrepreneurial spirit and have a relentless focus on 'what's next' but while always reviewing 'what's been done' and learning, growing and adapting. We're confident, but NEVER arrogant and we adapt to change like Steve Smith under a short ball. Honesty and empathy drive everything we do, as well as a total focus on exceeding our customers’ expectations. So if you feel like this could be you... well what the bloody hell are you waiting for? Drop us a line, and let's see what you've got! ;)

There’s no such thing as a ‘perfect’ candidate, Koala is a place where everyone has opportunity. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. We’re an equal opportunity employer, and recognise that a diverse workforce is crucial to our success as a business.

To read more, check out our careers, LinkedIn, or the great work we do with Work180.