RN Labs began in Brisbane in 2012 after realising a clinical need for higher quality products and pathology tests that would allow a more personalised approach to healthcare.

Our mission was to provide Australian clinicians with well-researched healthcare products and services from around the globe.

As we grew and listened to our clients, we decided to further fill the gaps in the Australian clinician supplement market. Our RN Labs product label was born in 2014; products made from the purest possible ingredients and with no harsh excipients, for better patient outcomes.

Today, thousands of healthcare clinicians and their patients around Australia trust us to provide them with the very best available healthcare products, tools and education.

We continue to listen to our clients and deliver new and evidence-based products to improve the health of their patients.

About You :

Desirable but not required: qualification in Business Administration, Customer Service, Naturopathy, Nutrition, or Health Sciences.

Position Summary :

The Customer Experience Officer is responsible for providing qualified, accurate and timely support to practitioners, patients and wholesale customers regarding RN Labs products and services. The role serves as the primary point of contact for customer enquiries, order processing, account maintenance, sample tracking and returns management.

The position supports positive customer outcomes through effective communication, accurate administration, adherence to regulatory requirements and collaboration with internal stakeholders.

The role operates within established company policies, procedures, delegation limits and regulatory requirements.

Reports To:



Customer Service Team Leader / Operations Manager

Key Internal Relationships

- Warehouse
- Technical Support
- Regulatory & Quality
- Finance

Key External Relationships

- Wholesale Customers
- Laboratory Partners

Key Requirements :

- Minimum two years of experience in customer service, or a sales/medical/logistics administration role.
- Strong computer skills, with high attention to detail and accuracy in communication and data entry.
- Proactive and inquisitive, with a focus on providing solutions.
- Excellent verbal and written communication skills with a high level of professionalism and an empathetic, customer-centric approach.
- Familiarity with inventory or ERP/CRM systems.
- Experience in functional pathology, healthcare, supplement, pharmaceutical, or any wholesale industry.
- Passion for health products and services.
- Background in order processing and understanding of inventory movements.

Job Responsibility :

Customer Service

- Respond to customer enquiries via phone, email and approved communication platforms.
- Provide accurate information regarding products, services, orders, accounts and testing processes.
- Escalate technical, regulatory or clinical enquiries in accordance with established procedures.
- Maintain professional, courteous and solution-focused communication at all times.




- Record customer interactions accurately within company systems.

Order & Account Administration

- Process customer orders, account applications, credits and returns within established procedures.
- Maintain accurate customer records and account information.
- Coordinate with internal teams regarding order status, stock availability and customer requirements.
- Monitor and follow up outstanding customer matters until resolution or escalation.

Testing & Sample Support

- Provide procedural information relating to sample collection, lodgement and test processing.
- Track sample status and communicate updates where appropriate.
- Escalate laboratory discrepancies or service interruptions through approved channels.

Compliance & Quality

- Comply with all company policies, SOPs, privacy requirements and regulatory obligations.
- Ensure communications remain factual, approved and within role authority.
- Report compliance, quality or customer service concerns promptly.
- Participate in training, quality initiatives and continuous improvement activities.

Team Contribution

- Collaborate effectively with internal stakeholders.
- Share knowledge and support process improvements.
- Contribute to a positive and professional workplace culture.

Other Duties

- Perform other reasonable duties consistent with the position, skills, experience and classification level.

Job Functions :

Job Benefits :

Selling Point :

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📌 Customer Experience Officer (Queensland)
🏢 RNLabs
📍 Queensland