Supply Chain and Customer Service Lead

Who we are

Boortmalt is a global malting company with a 3 million tonnes production capacity and is present on five continents with 25 malting plants worldwide. Our expertise is widely acknowledged by brewers, distillers and food industries, who rely on the supply of top-quality barley malts. In Australia, Boortmalt benefits from the legacy of Joe White Maltings, one of the oldest maltsters in the world, founded in Ballarat, Victoria. Its malting business in Australia has been operational since 1858.

Today, with five operating plants across five states, Boortmalt is ideally positioned to access Australia’s premium barley-growing areas, ensuring the delivery of high-quality malt to our brewing and distilling customers locally and also to export markets in Asia and South America.

We are seeking a Supply Chain and Customer Service Lead to maximise business profitability and ensure customer expectations are met in full. The role will primarily incorporate the analysis of customer demand expectations with product delivery capabilities in order to optimise supply chain resources whilst providing an excellent customer experience. In addition, the role will lead operational execution activities including monitoring and ensuring compliance with export control laws, internal company policies, and other government regulations governing domestic and international transactions.

About you

You are a self-starter and take a proactive approach to your work. You thrive on leading and developing your team and have a strong customer service orientation (both internal and external). You are able to build professional relationships at all levels within the organisation, displaying cultural understanding, resilience and an inclusive mindset. As a great communicator and problem solver, you look for and implement continuous improvement opportunities.

Requirements

• Provide advice regarding product availability, supply chain/shipping pricing and scope, quality or raw material consideration and plant operational capabilities regarding malt supply.
• Ensure appropriate lead times are adhered to and communicated in relation to made for order or made for stock inventory levels, operational and supply chain capacities.
• Process mapping and continuous business process improvement in the supply chain execution process. Identify inefficiencies and initiatives that contribute to improved customer experience and improved margin.
• Understand manufacturing costs, logistics, and raw material COGS to allocate sales orders in periods of excess capacity. Analyse supply chain costs including ocean freight cost and operational optimisations.
• Prepare, analyse and distribute sales reports, status and forecasting schedules equated with supply chain resourcing capability. Specifically responsible for ensuring and reviewing sales contract data, forward schedules, volumes, material and packing types as the platform for the business Sales and Operational Planning process success.
• Assure the operational execution of sales orders through coordination of logistics, quality assurance, plant operations and customer service teams. Proactively foreshadow and manage complications in supply chain execution and establish contingencies to reduce the risk of not fulfilling orders.
• Ensure that business processes for export documentation are in place. Provide coaching to team members and regularly review with team execution timing and priorities regarding export and domestic requirements.
• Maintenance and ongoing development of dashboard reporting in power BI from single source ERP (SAP) and KPIs to monitor and support proactive processing of all sales order transactions, supply chain performance, inventory and payment performance.
• Support continuous improvement around systems and processes between SAP, BSM (commercial software) and MAPPS (production ERP) to drive efficiency, savings and customer satisfaction.
• Coordinate response regarding quality and supply complaints and escalate to appropriate teams. Determine root cause of problem, select and engage best solution with accuracy and efficiency. Expedite correction to internal stakeholders and following up to ensure resolution.
• Develop and maintain professional relationships with all external customers. Resolve or redirect customer challenges to local and global account managers for resolution.
• Provide leadership and support to customer service team to assist them in achieving all export objectives by engaging with them in regular performance management discussions, career development, training and guidance.

What we’re looking for

• A relevant tertiary education in Business, Logistics, Supply Chain Management or a related field.
• Understanding of Supply Chain and export procedures and environment.
• 5+ years’ experience in a supply chain and customer service environment.
• Experience working in supply chain analytics, reporting, or across the full product lifecycle from development through to delivery.
• Demonstrated ability to work in an unstructured environment with an adaptive and resilient mindset.
• Capability to proactively manage stakeholders and conflicting priorities.
• Understanding of localised supply chain and initiative to achieve optimal customer and business outcomes.
• Experienced in leading a team.
• Fluent in English - excellent written and oral communication skills.
• Intermediate to advanced experience using Outlook, Excel (including basic formulas and VLOOKUPs), use of analytical and dashboard tools like Power BI or Tableau required.
• Experience using a PLM system and/or ERP such as SAP highly regarded.

Boortmalt is on an exciting trajectory as we strive to cement our position as the world’s leading Maltster. We are focused, passionate about our industry and are strongly values driven. If you believe you have skills we are seeking and would like to join us on our journey, then we would love to hear from you.

Pay: $87,505.00 per year

Work Location: In person