LIC is a farmer-owned co-operative that’s been supporting herd improvement in New Zealand’s dairy sector for more than 115 years. We’re focused on providing superior genetics, reliable testing and diagnostics, integrated on-farm software, and great customer service, all designed to help farmers make smarter decisions every day.

As a proud generational co-operative, we’re here for farmers, their families, and rural communities, not just for today, but for the future. And none of it happens without our people. Whether on farm, in the lab, or behind the scenes, every one of us plays a part in helping New Zealand farmers succeed.

About the Role: 

Reporting to the Diagnostics Product Support Team Leader, you’ll join our wider Operations & Service team, which includes Artificial Breeding, Diagnostics, Farm Management, Field Assist, Heifer Management, and Herd Testing. In this role, you’ll be the go-to expert for customer queries related to our Diagnostics products. You’ll work closely with customers before sample receipt to gather all necessary information for processing GeneMark samples and ensure they understand the requirements for achieving optimal results. A proactive approach is key—resolving outstanding sample or record issues, and following up on overdue bookings will be an important part of your day-to-day responsibilities.

Your Key Focus:

• Support the Product Specialist Diagnostics & Diagnostics Team with statistics, marketing, training, and processes related to Diagnostics products including payment applications and loan processes, punch orders, and general administration tasks.

• ·       Create strong working relationships with all stakeholders both within Diagnostics and across the wider LIC business, to ensure accurate and timely resolution in customer queries.

• ·       Identify customer initial and additional needs and take appropriate action to satisfy customer requests, including herd assessments and troubleshooting for problematic or potentially problematic herds. Pro-active communication to customers that includes reports and information to obtain the very best parent verification results as possible.

• ·       Documentation and development of good customer interface procedures and practices.

• ·       Invoicing support, specific to credits and debits.

• ·       Proactive communications to make bookings and support promotional work as required.

• ·       Training of LIC staff and customers regarding Diagnostics products.

Your Key Skills:

• Previous customer service / contact centre experience

• Good communication and problem solving skills

• Good general software skills (MS Office etc.)

• Good knowledge of SAP

• Understanding of Diagnostics GeneMark and Animal Health products preferred but not essential.

In Return:  

In addition to a competitive salary, you'll receive extra leave days, flexible working options, discounted health, life, income and disability insurances, access to our employee shares scheme, wellbeing discounts, free onsite parking, an employee assistance programme, plus more!

The role provides the opportunity to join a progressive and forward-thinking organisation, where you'll play a role in driving the future of dairy in NZ.