Customer Support & Production Planner

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.

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.

• 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.

• 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.

• 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; elevate 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 Net Suite, 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.

• Review vial configuration, labels, datasheets, Certificates of Analysis, and related shipment documentation for accuracy, completeness, and consistency before release or shipment.
• Coordinate…