Customer Supply Chain Manager

Probiotec Pharma Pty Ltd; Melbourne; On-site; AUD 120,000 - 160,000; Full time

Job summary

Probiotec Pharma Pty Ltd seeks an experienced supply chain and customer service leader to own major customer relationships and the demand plan. You will coordinate cross‑functional inputs into S&OP, drive service performance, and manage key customer projects in a regulated manufacturing environment.

The role focuses on demand planning, DIFOT delivery, and strong analytics, with responsibilities spanning budgeting, forecasting, and pricing accuracy.

Qualifications

• Five or more years' experience in customer supply chain, demand planning or customer service leadership.
• Demonstrated experience providing S&OP inputs, managing demand plans and delivering against DIFOT and service KPIs.
• Strong analytical and advanced Excel skills, with experience in an ERP environment and the ability to turn data into clear insights and action plans for senior audiences.
• Commercial acumen across budgets, forecasting, pricing accuracy and revenue impact.
• Experience leading and developing a team, ideally including remote or offshore staff.
• Confident, credible communication with customer and internal stakeholders, including chairing structured customer reviews.

Responsibilities

• Act as the primary day‑to‑day supply chain contact for major customers and the escalation point for smaller customers.
• Lead monthly and quarterly supply chain reviews with key customers, consolidating inputs on demand plans, service performance and improvement plans.
• Manage major customer projects such as product run-ins and run-outs, and sustainability initiatives.
• Own the customer demand plan and coordinate the cross-functional response to demand plan changes into supply planning & operations.
• Work with Sales to build full annual budget visibility of volume and revenue, and secure rolling 12–18-month forecasts from customers.
• Own the S&OP inputs for demand, DIFOT and overall customer service.
• Track performance against monthly sales budgets and flag potential misses early, working with relevant functions to recover them.
• Work with operations, planning, quality and logistics to deliver monthly DIFOT targets.
• Report on DIFOT, including key misses and root causes, and own service improvement plans through to completion.
• Prepare the weekly customer Open Order Report for the Executive team, with insights and action plans.
• Present regular sales reviews and demand plan updates to the Executive team.
• Maintain customer SKU data and manage SKU discontinuation and NPD requests in line with internal procedures and change control.
• Maintain customer and site pricing in the business system, ensuring accuracy and that the appropriate approvals are in place.
• Lead, coach and develop two direct reports: a Customer Coordinator (offshore) and a Supply Chain Packaging Planner (onshore).
• Set clear priorities, manage performance and build effective ways of working across locations and time zones.

Skills

Supply chain

Demand planning

Customer service leadership

Advanced Excel

ERP experience

Budgeting

Forecasting

Pricing accuracy

Education

Tertiary qualification in supply chain or business

ASCM (APICS) certification

Tools

SAP

QAD

Job description

Probiotec is a leading provider of contract manufacturing and packing services in the pharmaceutical and associated sectors, providing best-in-class solutions to a diverse range of clients.Since beginning operations in 1997, Probiotec has quickly emerged as a leading manufacturer and packer of a diverse, high-quality range of prescription (‘Rx’) and over-the-counter (‘OTC’) pharmaceuticals, complementary medicines and consumer health products.

The business is also one of Australia’s largest packing companies, offeringa multitude of packing services – including primary, secondary & co-packing capabilities as an end-to-end manufacturing and packing partner. With 3 sites across Australia including Probiotec Pharma, LJM and Probiotec Multipack, the group is responsible for employing over 1000 employees nationwide. As a leader in Australian manufacturing and packing services, Probiotec provides innovative healthcare products that improve the lives and well-being of our customers.

About the role:

We are seeking an experienced supply chain /customer service professional to own the supply relationship with our key customers in this newly created role. You will be the central link between our customers and our internal operations, owning the customer demand plan, leading service performance and feeding customer demand insight into our S&OP process. The role suits someone who enjoys a mix of operational customer engagement, data-driven demand planning and cross-functional collaboration in a regulated manufacturing environment. (open to a part-time 4 days/week arrangement)

Key responsibilities:

• Act as the primary day‑to‑day supply chain contact for major customers and the escalation point for smaller customers.
• Lead monthly and quarterly supply chain reviews with key customers, consolidating inputs on demand plans, service performance and improvement plans.
• Manage major customer projects such as product run-ins and run-outs, and sustainability initiatives.

Demand planning and S&OP

• Own the customer demand plan and escape and coordinate the cross-functional response to demand plan changes into supply planning & operations.
• Work with Sales to build full annual budget visibility of volume and revenue, and secure rolling 12–18-month forecasts from customers.
• Own the S&OP inputs for demand, DIFOT and overall customer service.
• Track performance against monthly sales budgets and flag potential misses early, working with relevant functions to recover them.
• Work with operations, planning, quality and logistics to deliver monthly DIFOT targets.
• Report on DIFOT, including key misses and root causes, and own service improvement plans through to completion.
• Prepare the weekly customer Open Order Report for the Executive team, with insights and action plans.
• Present regular sales reviews and demand plan updates to the Executive team.

Customer data and change control

• Maintain customer SKU data and manage SKU discontinuation and NPD requests in line with internal procedures and change control.
• Maintain customer and site pricing in the business system, ensuring accuracy and that the appropriate approvals are in place.

People leadership

• Lead, coach and develop two direct reports: a Customer Coordinator (offshore) and a Supply Chain Packaging Planner (onshore).
• Set clear priorities, manage performance and build effective ways of working across locations and time zones.

Key measures of success:

• Forecast accuracy and forecast horizon coverage from key customers
• Open order ageing and on‑time resolution of customer issues
• Accuracy of customer SKU and pricing data
• Customer satisfaction and the quality of customer relationships
• Engagement and development of the team

About you:

• Five or more years' experience in customer supply chain, demand planning or customer service leadership, ideally in pharmaceutical, FMCG or contract manufacturing.
• Demonstrated experience providing S&OP inputs, managing demand plans and delivering against DIFOT and service KPIs.
• Strong analytical and advanced Excel skills, with experience in an ERP environment and the ability to turn data into clear insights and action plans for senior audiences.
• Commercial acumen across budgets, forecasting, pricing accuracy and revenue impact.
• Experience leading and developing a team, ideally including remote or offshore staff.
• Confident, credible communication with customer and internal stakeholders, including chairing structured customer reviews.
• A continuous improvement mindset, with a track record of driving root cause analysis and corrective actions across functions.
• Strong attention to detail and the ability to manage competing priorities in a fast-paced environment.
• Experience in a TGA- or GMP-regulated environment, including working within change control and quality systems.
• A tertiary qualification in supply chain, business or a related field, or an ASCM (APICS) certification.
• Experience with SAP or QAD.

Probiotec is a leading provider of contract manufacturing and packing services in the pharmaceutical and associated sectors, providing best-in-class solutions to a diverse range of clients.Since beginning operations in 1997, Probiotec has quickly emerged as a leading manufacturer, marketer and distributor of a diverse, high quality range of prescription and over-the-counter (OTC) pharmaceuticals, complementary medicines and specialty ingredients.

Listed on the Australian Stock Exchange (ASX) since November 2006, our Australian owned and operated company has built an enviable reputation for developing innovative new pharmaceutical, nutraceutical and cosmeceutical products which not only address researched consumer needs, but also succeed in gaining the clinical approvals necessary to respond rapidly to market opportunities, both domestically and internationally.

What separates Probiotec from other trusted contract manufacturers is not only that we invest so heavily in Research and Development; equip our production facilities with the latest new technologies; employ chemists and microbiologists of the highest calibre and maintain Quality Assurance standards that are second to none, but we also manufacture and market our own products. As a result, we have a full understanding of the process and dynamics of developing formulations (and brands) for the retail market that deliver margins that optimise return-on-investment.

Our proven experience and expertise extends across a wide range of healthcare goods – offering you access to a cost-efficient contract manufacturer of existing Probiotec formulations, new custom developed formulations or formulations which you already possess and wish to produce in a wide range of categories.

Source: this is an extract from the company’s own website

Established in 1997 as a single site operation, Probiotec Limited has a reputation for innovation and rapid response to market opportunities. Its growth has been fuelled by strong organic growth and strategic acquisitions along with relationships and joint ventures with global market participants that want to conduct business with a company that maintains high levels of quality and innovation.

Since beginning operations in 1997, Probiotec has quickly emerged as a leading manufacturer, marketer and distributor of a diverse, high quality range of prescription and over-the-counter (OTC) pharmaceuticals, complementary medicines and specialty ingredients.

Listed on the Australian Stock Exchange (ASX) since November 2006, our Australian owned and operated company has built an enviable reputation for developing innovative new pharmaceutical, nutraceutical and cosmeceutical products which not only address researched consumer needs, but also succeed in gaining the clinical approvals necessary to respond rapidly to market opportunities, both domestically and internationally.

What separates Probiotec from other trusted contract manufacturers is not only that we invest so heavily in Research and Development; equip our production facilities with the latest new technologies; employ chemists and microbiologists of the highest calibre and maintain Quality Assurance standards that are second to none, but we also manufacture and market our own products. As a result, we have a full understanding of the process and dynamics of developing formulations (and brands) for the retail market that deliver margins that optimise return-on-investment.

Our proven experience and expertise extends across a wide range of healthcare goods – offering you access to a cost-efficient contract manufacturer of existing Probiotec formulations, new custom developed formulations or formulations which you already possess and wish to produce in a wide range of categories.

Source: this is an extract from the company’s own website