Customer Service Officer (Science), S&T4, National Measurement Institute

• Sydney - North Ryde
• Applications close 9 October
• The salary range for this role is $81,448 - $87,918

About the Department

The Department of Industry, Science and Resources and our broader portfolio are integral to the Australian Government’s economic agenda. Our purpose is to help the government build a better future for all Australians through enabling a productive, resilient and sustainable economy, enriched by science and technology. We do this by:

• Growing innovative & competitive businesses, industries and regions
• Investing in science and technology
• Strengthening the resources sector.

The APS and the department offer a clear direction and meaningful work. You will be able to create positive impact in people’s lives whilst contributing to improved outcomes for Australia and our people.

If you would like to feel a strong connection to your work and you are accountable, committed and open to change, join us in shaping Australia’s future.

Please see the APSC’s APS Employee Value Proposition for more information on the benefits and value of employment within the APS.

About the team

The National Measurement Institute (NMI) is Australia's national authority for measurement. NMI develops and delivers measurement standards, products and services that support confidence in trade, regulation, scientific research and industry.

The Chemical and Biological Metrology branch provides measurement standards including pure chemicals, matrix mixtures and DNA standards. The branch also co-ordinates proficiency testing programs to assist laboratories assessing their ongoing performance. The branch houses three of Australia’s national testing laboratories, for forensic drugs, ultra-trace pollutants and anti-doping in sport. The branch delivers services across multiple sectors, including food, health and environment, carrying out research and development to enhance our capabilities in line with national and international requirements.

The Chemical Reference Materials team within the Chemical and Biological Metrology Branch produces and supplies high-quality organic certified reference materials used by laboratories throughout Australia and internationally. Our products support critical sectors including sports doping control, forensic science, environmental monitoring, food testing and pharmaceutical analysis. The Bioanalysis Section provides technical support and genetic reference materials to domestic and international clients across biotechnology, food, biotherapeutic, and cancer research industries. The Chemical Reference Values team develops reference methods for certifying matrix reference materials and assigning values to proficiency testing samples.

Accredited to ISO 17034, the teams develop, certify and supply reference materials with internationally recognised metrological traceability, helping laboratories achieve reliable and comparable measurement results.

The opportunity

We are seeking a motivated and customer-focused individual with a scientific background to join our Chemical and Biological Metrology branch.

This role provides a unique opportunity to combine your scientific knowledge with customer engagement and business operations. You will be the primary point of contact for customers seeking information about NMI reference materials, and related scientific services. Reporting to the Business development manager and working closely with laboratory scientists, you will help keep the NMI website up to date with all available reference materials, prepare quotations, coordinate orders and facilitate the delivery of high-quality customer service.

The role is ideally suited to an individual looking to develop their career in customer engagement, stakeholder management and product support. Experience in a laboratory environment would be advantageous.

What’s in it for you?

Working at NMI means you are joining one of the world leaders in measurement science. NMI has a diverse range of roles and priorities that will enable you to learn new skills and expand your career in interesting and exciting ways. As part of the department, employees at NMI are covered by the relevant enterprise agreement and benefits include:

• 15.4% employer superannuation contribution
• 4 weeks annual leave per year
• 18 days paid personal leave per year.
• maternity and paternity leave
• flexible working arrangements such as teleworking, part time and job sharing where possible.
• salary packaging which allows you to make certain payments using your pre-tax salary.
• access to staff counselling services.

Our ideal candidate

To be successful in this role, you will possess a combination of scientific knowledge, customer service skills and strong organisational capability.

We are looking for candidates who can demonstrate:

• Well-developed customer service and stakeholder engagement skills, with the ability to establish and maintain positive professional relationships.
• Ability to interpret and communicate scientific and technical information clearly to customers with varying levels of technical expertise.
• Experience preparing quotations, technical correspondence, and reports.
• Strong organisational skills and the ability to manage competing priorities while maintaining a high level of accuracy.
• Experience using Microsoft Office applications, databases and business information systems.
• Strong written and verbal communication skills, with an ability to communicate effectively with customers and other stakeholders.
• Initiative, problem-solving skills and commitment to delivering quality outcomes.
• Ability to work collaboratively within a multidisciplinary scientific and customer service team.
• Experience working in a scientific laboratory or organisation is highly desirable.

What you will do

You will primarily support the Chemical Reference Materials team while contributing to customer and stakeholder engagement activities across the broader Chemical and Biological Metrology Branch. Key responsibilities include:

• Respond to customer enquiries relating to reference materials and contract synthesis and certification.
• Prepare quotations, pricing information and customer correspondence, import/export permits and invoices in a timely and professional manner.
• Liaise with customers and stakeholders to understand their analytical testing requirements and capture market intelligence.
• Coordinate customer orders from enquiry through to delivery, ensuring accurate documentation and record keeping.
• Collaborate with laboratory scientists to resolve technical questions and provide customers with accurate product information.
• Maintain customer records, inventory and business information within the group’s database, ensuring accurate tracking and traceability of reference materials used for sales and internal purposes throughout their lifecycle, while contributing to the implementation of a customer relationship management system.
• Assist in the preparation and review of product information sheets, certificates of analysis, technical analysis reports and promotional material.
• Assist with annual audits and implement required record updates.
• Play a leading role in continuous improvement initiatives aimed at enhancing customer experience, operational efficiency and business performance.
• Build productive working relationships with customers, distributors, laboratories and internal/external stakeholders.
• Perform analytical testing to support the broader laboratory operations as required (e.g. stability testing, syringe calibrations, and related techniques).

Eligibility

Qualifications or experience in chemistry or a related scientific discipline, with knowledge of analytical chemistry. Candidates currently undertaking relevant studies and expecting to complete their qualification within the next 12 months are encouraged to apply.

To be eligible for employment in the APS and the department, candidates must be Australian Citizens.

Positions require a Baseline security clearance and successful candidates will be required to obtain and maintain a clearance at this level.

Notes

A merit pool may be established and used to fill future vacancies within 18 months from the date the vacancy was first advertised in the Gazette. 

The department does currently offer flexible work opportunities for many roles. This vacancy is Sydney - North Ryde based. The laboratory supports flexible working arrangements, including occasional ad-hoc working from home where operationally appropriate. However, this is primarily a laboratory-based role requiring regular on-site attendance to undertake scientific and technical activities. Please contact the contact officer if you would like to discuss the flexibility available for this position.

Application information

Your application must not contain any classified or sensitive information. This includes in your application responses, CV and any other documents. The selection panel may not consider applications containing classified information.

Please provide a pitch explaining how your skills, knowledge and experience will be relevant to this role and why you are the best candidate for the position. Your pitch can contain no more than 500 words and should align to the key duties listed above.

You may use AI tools to support your application. However, all content must be accurate, authentic, and reflect your own capability in line with APS merit principles. For further guidance, please refer to the APSC’s Principles for candidate use of AI in recruitment.

Please complete your application online and provide your current CV with your application. (CVs must be in .doc, .docx, or .pdf format).

Accessible application documentation is available in other formats on request. Please contact *************************** or (************* if you require assistance with your application.

Please refer to our Applying for a position information for additional information on how to apply.

Contact Information

For more information regarding this opportunity, please contact Stephanie Meoz-King on ************ or via email on *************************************