Rolf is a big believer in the kind of innovative thinking that comes from starting with one of his favourite tools – a blank sheet of paper (or whiteboard). It means everything is up for discussion and analysis starts from scratch, which removes as many assumptions as possible. And from there, one can solve almost any customer problem.
Since the start of his career, Rolf has been all about solving problems – at first focusing on financial ones in financial controller roles and then moving into systems design. However after joining Coghlan in 1999, his passion for both solving customer problems and the fulfilment business grew. He became all about making hard things easier for Coghlan’s customers – through systems, process and staff training. That and saying ‘yes’ as often as possible.
During his almost 17 years at Coghlan, he’s seen the business change quite significantly moving from a direct marketing fulfilment house to ecommerce back-end systems warehousing and fulfilment. He’s also overseen Coghlan’s expansion into Auckland and Melbourne – two offices that have done immensely well in their own right.
Rolf and Kevin have grown a team of core Coghlan-ites who’ve been with the business well more than a decade – which means there’s almost nothing they haven’t seen, worked on or come across – of course customers keep throwing new things into the mix and that keeps it interesting. To this day, Rolf’s greatest delights come from enabling the business to service clientele from the smallest to the largest of orders – holding fast to the belief that no matter how small or great the order, all customers should be treated with the utmost respect and care.
Feel free to connect to Rolf on LinkedIn.
Kevin was born in Malta, and split his youth between England, Switzerland and Majorca. After studying in Cambridge, he started his commerce career in 1972. It wasn’t great timing as by the end of 1973, the financial climate of England was a mess. So Kevin made the decision to take an early and lengthy sabbatical.
For the next 10 years, he travelled the globe, with stints operating iron ore processing equipment for Hamersley Iron in Dampier, skippering inter-island cargo vessels in the West Indies, and running a spare parts warehouse operation for Bell Helicopters in Amsterdam.
However, in 1988, some four years after moving to Sydney, he decided to utilise his warehousing and product handling skills to establish the Coghlan Group. His mother’s maiden name, ‘Coghlan’, was chosen as homage to a grandfather who regretted not taking the opportunity to start his own business.
Kevin is very proud of having built a business that’s not only survived the rapid changes of, but thrived through the move to digital. Coghlan’s longevity, and the loyalty of its customer relationships, comes about through a unique, constantly evolving product offering, making it a leader in the warehousing industry.
When not wearing his CEO hat, Kevin eagerly participates in the Sydney Musical Theatre and Amateur Dramatics community – the perfect way to escape from the day-to-day pressures of running a multifaceted business. Although he is often cast as the good guy, Kevin confesses that his favourite role will always be the villain!
Feel free to connect to Kevin on LinkedIn.
IT Development Manager
Prior to joining Coghlan, Junxi was as a systems developer in China – where one of the systems he put in place is still being used – almost seventeen years later! He then joined Coghlan in 2000, so it’s fitting that he considers one of his best assets his ‘loyalty’. He also describes himself as adaptable and open-minded – which given the speed of change in IT (the fulfilment industry) always being open to new ideas is a useful and necessary skill.
Heading Coghlan’s IT development team means Junxi looks after anything and everything from developing more traditional systems to specific, customer-centric solutions for the e-commerce platforms Coghlan uses today.
He sees his role as ensuring that Coghlan stays not just at the forefront of the industry, but delivers a seamless experience – both for Coghlan’s own customers and its customers’ customers. Junxi’s feels it’s imperative to listen to what the customers want, and come up with customer specific systems accordingly. However, above all, he sees his role as making all the systems as easy to use as possible.
Junxi’s very proud of the fact that making things easier for customers is a way of life at Coghlan.
Feel free to connect to Junxi on LinkedIn.
If Peter could sum up his career in a short phrase or two it would be customer service and paying attention to the details. With continuous learning coming in at a pretty close third.
Prior to working with Coghlan, he worked in the aviation industry, in both sales and maintenance – where every bolt shipped had to be perfect and match exactly its opposing nut. And that was great training for working in fulfilment where both timing and getting things spot on for the customer is just as critical.
Over the years, he’s been blown away seeing the difference that Coghlan has made in his Melbourne customers’ businesses by constantly changing and evolving systems to meet a diverse range of customer needs. And having that diversity is important to Peter. He is a staunch believer in the need for everyone to have a varied skillset. He feels change is the only constant in business, and hence, the ability to approach things in multiple ways is one of the most valuable traits anyone can have.
One of the most enjoyable aspects of his role at Coghlan is when his team has pulled out all the stops to get an issue resolved and the customer demonstrates their appreciation for the work, through email or in person. “That then motivates me to work even harder to support them. Sometimes, the requests can be challenging, but we always get there in the end.”
Feel free to connect to Peter on LinkedIn.
Born and raised in Wellington, Anthony joined the Coghlan team in 2006. However prior to that, he’d worked in an online fulfillment role with a CD manufacturer, so transitioning to Coghlan at the time was rather seamless.
And between his years at Coghlan and his previous experience, he’s racked up almost 20 years in fulfillment roles.
Anthony feels the secret to customer satisfaction is making sure he (and the rest of the Coghlan team) listen and really understand what the customer wants as well as knowing what they need (and explaining the differences). He believes that honesty is the best policy – if he doesn’t think that Coghlan is best placed to deliver the service a customer needs, he won’t beat around the bush. But he’ll make every attempt to get it done and he’s proud that Coghlan is part of the chain in providing life saving services shipping heart valves out as quickly as possible to the relevant hospitals.
He also believes it’s important to maintain good relationships with courier companies, so that the shipping and transportation processes is as easy and trouble-free as possible for his clients’ customers.
When considering his decade-long experiences at Coghlan, Anthony would say the craziest one was recently, shipping a plastic horse’s head for a customer specialising in breeding masks for horses. Anthony’s dream is to make his courier’s day more interesting sending it in a cardboard box with the horse’s head just sticking out of the top, as it is! If Anthony were to pick three words to describe himself, he would say that he was honest, straight-up and fair.
Feel free to connect to Anthony on LinkedIn.
What clients like you say about partnering with Coghlan
Just wanted to touch base and say a HUGE thank you everyone for all your hard work this year - we honestly couldn't have done it without you! So thrilled to be working with such a fantastic team. Can’t thank you enough for being a part of our growth this year. We appreciate the effort and support immensely and look forward to another great year in 2021.
We understand that there are still lockdown restrictions in Melbourne. However we noticed that all our orders being processed promptly thus all we are up to date. On behalf of everyone from Trade Hero, we would like to express our great appreciation and thanks for processing our orders on time, every day. This had a positive impact on our store— for being able to deliver right on time amidst the situation. Once again, thank you for all your efforts.
We've always been impressed with Coghlan’s professionalism, service and most importantly for our business, their efficiency to deliver promptly to our customers. We tried other providers and found Coghlans’ service to be superior in every aspect. Highly recommended.
The Coghlan team have given us absolute peace of mind when it comes to getting products to our customers and form a critical part of giving them the best possible eCommerce shopping experience. The team is reliable, efficient and collaborative to work with. Their ability to be flexible and adaptable has also been critical as our business has grown and evolved. Thank you!
We are very pleased with the team at Coghlan. The implementation process from system integration to stock receiving was seamless. Your team provided regular updates which were integral to how we managed our business and customer expectations at the time. The Coghlan team are obviously very experienced in their roles, passionate in what they do and understand the importance we place on fulfilling customer orders. Your team have consistently performed well on day to day tasks, ad hoc IT and fulfilment requests.
We won Baby Care Product of the Year 2016 as voted by consumers. We were able to meet the rigorous criteria as a result of the unique co-creation process. This award win gives us a great opportunity to thank you for helping make this possible. The service that Coghlan provided has allowed us to confidently and consistently share our product with mums across Australia.