Supply Chain Planning and Customer Support

Job Overview

The Supply Chain Planning and Customer Support role serves as a key liaison between customers, production, quality control, and laboratory operations. This position supports production planning, monitors inventory availability, coordinates documentation accuracy, and responds to customer inquiries related to production status and technical support. The role plays a vital part in maintaining production continuity, quality compliance, and customer satisfaction within a regulated laboratory and manufacturing environment.

Production Planning & Coordination

• Coordinates and administers the production flow chart, maintaining accurate visibility of production schedules, priorities, and workflow status.
• Facilitates and supports Monday morning production meetings by compiling production updates, reviewing timelines, and identifying potential issues.
• Reviews back orders, investigates root causes, and initiates or requests new production as needed to support customer demand.
• Monitors production progress and communicates status updates across production, QC, and customer support teams.
• Requests and coordinates Quality Control (QC) testing when required based on production timelines or product release needs.
• Identifies inventory shortages or risks and coordinates replenishment to prevent production delays.
• Supports inventory/forecasting planning efforts to align supply levels with production and customer demand.

Customer Support & Technical Coordination

• Serves as a primary point of contact for customer service inquiries related to production status, order fulfillment, and stock availability.
• Provides initial technical support for customer inquiries, escalating complex or specialized issues to appropriate technical or laboratory teams.
• Communicates production timelines, delays, and availability updates to customers in a clear and timely manner.
• Proper recordkeeping on ordering platform (NetSuite) to ensure any NCRs and case numbers are being captured within the sales orders.
• Collaborates with the quality department to facilitate the completion and closure of customer complaint NCRs and CAPAs.

Documentation, Compliance & Quality Support

• Reviews all vials, labels, datasheets, and Certificates of Analysis (COAs) for accuracy and completeness prior to shipment.
• Communicates with product management regarding any documentation requests or updates.
• Ensures documentation aligns with internal quality standards and customer requirements.
• Assists with preparing, updating, and maintaining operations work instructions, standard operating procedures (SOPs), and internal policies related to production, inventory, and customer support processes.

Laboratory & Production Support

• Acts as a backup resource for basic laboratory tasks as needed, including aliquoting, preparing dilutions, and lyophilization support.
• Collaborate with laboratory staff to ensure production continuity during peak workloads or unforeseen staffing needs.

General Support

• Performs other related duties as required to support operational efficiency, production timelines, and customer satisfaction.
• Participates in process improvement initiatives to enhance communication, workflow efficiency, and documentation accuracy.
• Perform other duties as assigned.

Required Qualifications:

• Bachelor’s degree in science with 2 years of related experience required.
• Knowledge of operations and production in a Biotech Company setting is a plus.
• Excellent organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office Suite or similar software
• Knowledge of NetSuite and Labguru software is desired but not required.

BPS Bioscience is an equal opportunity employer, without regard to race, color, religion, age, gender, sexual orientation, disability, or any other characteristic protected by applicable law.

Salary : $75,000 - $79,000