Customer Service & Support

• Are you a science lover looking for an opportunity in a fast-growing company?
• Know the difference between a burette and a cuvette?
• Do you like every day to be different and can you embrace change?

Who we are

We are behind New Zealand science! We are a trusted national partner providing laboratory equipment, consumables, and scientific solutions to customers across New Zealand. We are a one stop shop for customers offering access to products from 90 leading global suppliers.  Lab Supply is also notably the sole authorized distributor of Merck Science Lab Solutions, IKA and Memmert within New Zealand.

In addition to an extensive product range, we offer in-house servicing, calibration, and repair for a variety of laboratory equipment, ensuring smooth and efficient operations for our customers. With a strong focus on customer support, we are committed to exceeding expectations every day. We support customers in a wide range of industries, including biotech companies, academic research, diagnostic laboratories, and food & beverage production.

As a family-owned and operated business, we foster a collaborative and supportive workplace culture where every team member is valued. We believe in innovation, excellence, and making a tangible impact in the scientific community. Joining our team, means being part of a company that is passionate about supporting science and discovery while delivering exceptional service to our customers.

The role:

The Customer Support Specialist is the first point of contact for our customers across New Zealand and works closely with multiple internal teams to support our customer needs.  Due to a promotion for one of our team members into another department we are recruiting their replacement:

Key duties and responsibilities

• Build enduring relationships and trust with customers through swift and effective communication
• End to end customer order management and order fulfillment
• Day to day customer support via phone, email and online chat regarding purchase orders, order status, delivery timelines and product inquiries
• Quality control across customer service processes, especially for accuracy and timeliness of orders
• Handle customer queries, provide appropriate solutions, and follow up to ensure resolution
• Create quotations for new projects, procurement teams and bids/tenders
• Research product suitability for customers and recommend alternative products if required
• Communicate and coordinate with Sales and Marketing teams as required
• Other administrative tasks as required for day to day or project work

You are:

• Science degree qualified
• Interested in supporting the New Zealand science, technology and manufacturing
• Customer service-centric and enjoy finding solutions for customers
• A strong communicator
• Able to pick up on technical knowledge and skills quickly
• A strong sense of fun and a decent sense of humour!

Preferred but not essential:

• Practical laboratory experience or experience in either the distribution and supply of laboratory products, or experience within an industry that uses these products