Looking for career growth in a Laboratory Customer Service Team - Apply Now!

If you are an enthusiastic and customer-focused individual looking for your next role, and believe you have the interpersonal skills, passion and technical capability to provide first class customer service and administrative excellence, we want to hear from you! In working with us you will support a developing laboratory and its related business operations, and take your career to the next level. If you are up for the challenge, we invite you to apply and join our mission!

About the Company

Control Union has been helping to build a better world for several decades. From our roots in agriculture, the global business has since grown to become a global trustworthy partner for testing, inspection, and certification (TIC), providing a comprehensive range of quality services to clients in more than 80 countries. Our in-depth knowledge and experience cover all aspects of the supply chain, across a wide range of industries, including food, feed, energy, forestry, sustainability, social compliance, and textiles.

Control Union operates under the globally recognised Royal Peterson Control Union group. Today, Peterson and Control Union is still family-owned, with trust as its biggest value. We take pride in our stakeholder focus, work with integrity, and are purpose driven, offering long-term sustainable and innovative solutions across global value chains.

Locally, Control Union has a strong footprint, supporting clients in Australia and New Zealand. Our Australian laboratory, located in Sinnamon Park QLD, offers a dynamic work environment with state-of-the-art facilities and we have offices in Brisbane, Melbourne, Sydney and Byron Bay.

About the Laboratory & Customer Service / Administration Team

We offer our customers flexible, market-driven laboratory services that analyse a wide range of products in the field of foodstuffs, animal feed, compound feed and (bio) fuels. We are highly experienced in chemical analysis and microbiological analysis. Our team of highly qualified scientists and laboratory analysts provide quality and safety verification of agricultural soft commodities for the domestic and international import and export markets.

Our laboratory operates under the strict guidelines of NATA ISO 17025 and proficiency testing programs of various industry bodies.

Alongside our Lab team, our dedicated Customer Service & Administration team provides a timely and competitive service to help customers meet their reporting and certification deadlines thus supporting growers, producers, exporters and importers.

About the Role

We're looking to introduce a Customer Liaison Officer to the team to assist in the delivery of a business-critical service and to ensure that customers’ expectations are exceeded. They will act a focal point for clients, handling their questions or concerns by coordinating with the wider team to provide timely and accurate responses. Being proactive in nature, the post holder will serve as a connecting thread between the business operations and its clients, ensuring smooth communication and facilitating solutions that meet customer needs.

The role will be based in our Docklands, Melbourne office and will involve a high level of responsibility and organisational skill. The successful candidate will be required to support the Customer Service Team Leader and the team, leading by example with their accurate administrative reporting and excellent customer service skills.

Duties and Responsibilities

Customer Service

Responsibility over agreed number of key customers positively influencing their satisfaction.

Undertake customer interactions via email and telephone, ensuring all interactions are efficiently and accurately managed as per current service standards and KPI’s e.g. turnaround time (TAT) compliance.

Facilitate the accurate and efficient transfer of customer information / queries to the appropriate personnel in instances where additional expertise in job status or technical matters is required to support the delivery of quality customer service.

Escalate and coordinate the resolution of client queries as required.

Support the development of customer service skills in the team through leading by example.

Plans, monitors and appraises job results - maintain records and provide reports.

Assist with scheduling client meetings and recording feedback.

Proactively identify opportunities for improvement in customer service provision, with the ability to map out key steps and support the delivery of improvement projects.

Administration, Export Documentation and General Duties

Logging new jobs; issuing sample requests and inspection requests. Bulk coordination.

Work alongside the laboratory, communicating workflow and analysis requirements.

Check, assess, prepare, and report laboratory analysis results to clients.

Liaise with relevant personnel on sample dispatch commitments to ensure that samples are dispatched and received on time.

Support the delivery of administrative tasks where required, looking for and suggesting innovative ideas for streamlining / improving processes and procedures.

Trouble shooting and problem solving.

Monitor workflow, and email inbox volumes, organising emails and ensuring timely completion.

Drafting, finalisation and issuance of export documentation to customers.

Bulk Shipping setup and organisation. Bulk client coordination.

Ensure that data is up to date, correct and secure. This relates to CRM, LIMS and Job Log.

Ensure systems are running correctly and report immediately if system failure arises.

Invoicing and invoice checking.

Take part in project teams or individual projects, working towards the achievement of defined goals.

Take part in training as required / as agreed in performance reviews, and support with the training / onboarding of team members.

Maintain training procedures, videos and presentations.

About You

Degree or qualification in related discipline desired.

Experience in Client Liaison role for laboratories, logistics, agronomy or agri trade desirable.

Experience in bulk coordination ideal.

Strong knowledge of administration systems and procedures.

High-level interpersonal and customer service skills.

Excellent organisational and prioritisation skills.

Effective conflict management and negotiation skills.

The ability to work to company Management System Standards, maintaining appropriate documentation etc.

Ability to work autonomously and collaboratively in a team to provide consistent, successful outcomes.

Excellent oral and written communication skills for report writing and administration.

Mature, self-driven, and proactive individual.

Ability to liaise with stakeholders on all levels, excellent communications skills and be able to work closely and harmoniously with a small team.

Should have appropriate computer skills and be able to work in Microsoft Word and Excel as a minimum.

Must be able to work up to 5:30pm (on 2- 3 days per week).

Benefits

Opportunities for career growth and development.

Additional day of leave each year for either birthday, service anniversary, or day of religious / cultural significance to you.

Employee Assistance / Wellbeing Support Program.

Flexible working options available.

Exciting business growth plans.

Dynamic and collaborative work with accessible management.

Competitive salary and benefits package. Excellent team environment and facilities.

Parking available on site.

As a Client Liaison Officer, you will have the opportunity to make a meaningful impact and contribute to our mission of delivering efficient, responsive, and accurate testing services.

How to apply

Apply through Seek

When applying, please ensure you include a cover letter, resume and address the key selection criteria as part of your application.