Customer Support & Production Planner

Job Description

Job Description

About BPS Bioscience:

BPS Bioscience advances scientific discovery by enabling researchers with innovative, reliable tools and services. Our expertise spans protein design, expression, and purification; cell line and lentiviral engineering; and biochemical and cell-based assay development. Our mission is to empower innovation by providing cutting-edge tools and services to scientists worldwide.

Job Overview

The Customer Support and Production Planner is an experienced individual contributor who integrates scientific production knowledge with demand planning, inventory management, customer support, and operational execution. The role partners closely with the Senior Operations Manager and serves as a key liaison among Production, Quality Control, Quality, Customer Support, Sales, Product Management, and laboratory teams. 

This position owns production planning visibility, evaluates supply and inventory risks, coordinates product release activities, supports technically complex customer inquiries, and leads process improvements that strengthen product availability, documentation accuracy, quality compliance, and customer satisfaction. The role may lead operational meetings and assigned initiatives but does not automatically carry direct people-management authority unless separately designated.

1. Supply Chain Planning & Inventory Management

• Lead production planning and replenishment activities to align inventory availability with customer demand, backorders, sales priorities, production capacity, and quality-control timelines.
• Develop and maintain demand forecasts using historical sales, open orders, backorder trends, product lifecycle information, and input from Sales, Product Management, and laboratory teams.
• Analyze inventory shortages, excess and aging inventory, stockout risk, and material constraints; recommend priorities and corrective actions to the Senior Operations Manager.
• Recommend and maintain planning parameters, including reorder points, safety stock targets, lead times, and production quantities, in coordination with Operations and Finance.
• Monitor forecast accuracy, fill rate, backorder aging, inventory health, schedule adherence, and other assigned operational KPIs.
• Support capacity planning and Sales and Operations Planning activities by preparing data, scenarios, risks, and recommendations for management review.

2. Production Planning & Cross-Functional Coordination

• Own and administer the production flow chart and BPS Dashboard, ensuring accurate visibility of priorities, schedules, QC status, constraints, and expected completion dates.
• Facilitate weekly production planning meetings by preparing updates, documenting decisions, assigning action items, and escalating risks requiring management attention.
• Review backorders and customer commitments, investigate root causes, and initiate or recommend production activities needed to restore availability.
• Coordinate production progress across laboratory, QC, Quality, Fulfillment, and Customer Support teams and communicate changes promptly.
• Coordinate requests for QC testing and product-release documentation based on production schedules and customer requirements.
• Identify bottlenecks and schedule deviations and lead or support corrective actions to protect production continuity and customer commitments.

3. Customer Support & Technical Coordination

• Serve as the senior escalation point for inquiries regarding product availability, production status, lead times, order fulfillment, and product documentation.
• Provide initial scientific and technical support related to protein products, formulations, purity, activity, storage, and lot history; escalate specialized questions to the appropriate scientific team.
• Communicate timelines, delays, constraints, and recovery plans clearly and professionally to internal teams and customers.
• Maintain complete records in NetSuite, including customer cases, NCR references, commitments, and material information associated with sales orders.
• Collaborate with Quality to investigate and close customer complaint NCRs and CAPAs and ensure actions are completed and documented.
• Develop and improve customer support workflows, escalation standards, templates, and internal procedures to increase responsiveness and consistency.

4. Documentation, Quality & Compliance

• Review vial configuration, labels, datasheets, Certificates of Analysis, and related shipment documentation for accuracy, completeness, and consistency before release or shipment.
• Coordinate documentation requests and updates with Product Management, Quality, QC, and laboratory teams.
• Ensure product and shipment documentation meets internal quality requirements and applicable customer, distributor, and international documentation needs.
• Prepare, revise, and maintain work instructions, SOPs, operations manuals, and policies related to production planning, inventory, fulfillment, and customer support.
• Support internal audits, investigations, root-cause analysis, CAPA implementation, and other quality-system activities within the role’s area of responsibility.

5. Laboratory & Production Support

• Apply protein science knowledge when reviewing production requirements, historical lot information, formulations, purity results, activity testing, and inventory records.
• Provide backup support for appropriate laboratory and production activities, including aliquoting, dilution preparation, labeling, and lyophilization support, in accordance with training and approved procedures.
• Coordinate with laboratory staff during peak workloads, urgent customer requirements, or unforeseen staffing constraints to maintain production continuity.
• Promote accurate batch, lot, inventory, and production records across NetSuite, Labguru, dashboards, and controlled documentation.

6. Operational Analytics & Continuous Improvement

• · Analyze production, inventory, customer service, quality, and workflow data to identify trends, risks, and improvement opportunities.
• · Lead assigned process-improvement projects focused on throughput, planning accuracy, product availability, documentation quality, and customer satisfaction.
• · Identify opportunities to standardize or automate workflows within NetSuite, Labguru, Microsoft tools, and related business systems.
• · Prepare concise operational reports and recommendations for the Senior Operations Manager and cross-functional stakeholders.
• · Participate in strategic planning, annual operating planning, and other initiatives that support scalable growth and operational excellence.

7. Support to the Senior Operations Manager

• Act as a primary planning and analytical partner to the Senior Operations Manager for production and logistics operations.
• Support departmental KPI development, budget inputs, resource planning, operational reviews, and execution of strategic priorities.
• Lead production planning meetings and assigned cross-functional initiatives on behalf of the Senior Operations Manager when delegated.
• Mentor and train employees on production planning, documentation, customer escalation, and relevant systems and procedures.
• Provide fact-based recommendations while escalating material quality, customer, capacity, financial, or compliance risks promptly.
• Perform other related duties as assigned to support operational efficiency, production timelines, product quality, and customer satisfaction.

Required Qualifications  

• Bachelor's degree in Biochemistry, Molecular Biology, Biotechnology, Bioengineering, Chemistry, or a related scientific discipline. 

• At least 5 years of progressively responsible experience in biotechnology production, protein science, manufacturing operations, supply chain planning, inventory management, or a closely related environment. 

• Working knowledge of protein production concepts, such as expression, purification, formulation, activity, purity, aliquoting, and controlled storage. 

• Experience coordinating production schedules, inventory priorities, customer commitments, and cross-functional deliverables. 

• Experience interpreting operational data and preparing clear recommendations for management. 

• Excellent written and verbal communication, organization, judgment, and attention to detail. 
• Proficiency with Microsoft Excel, Word, Outlook, and PowerPoint. 

Benefits!

• 401k with 4% company match
• Medical/Dental/Vision health insurance plans
• Vacation and paid holidays
• Companywide lunches provided quarterly 

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