Role: Supply Chain Customer Engagement Analyst/Customer Care Analyst
Location: Virginia, Brisbane
Department: Customer Care
Reports to: Customer Care Head
You’ve built experience, now use it where bold ideas meet real impact. At Opella, we’re challenging how self-care works for millions of people and need leaders and experts ready to shape what’s next. As an experienced Customer Care Analyst, you’ll bring your skill, your curiosity and your drive to make health simpler, smarter and more human.
Join our team and play a key role in delivering exceptional customer experience across Australia & New Zealand.
Summary:
We are seeking a proactive and customer‑focused Customer Care Analyst who excels in building strong relationships and driving supply chain efficiency. In this role, you will serve as the key Supply Chain contact for a portfolio of customers, confidently leading customer collaboration meetings, presenting service performance, and aligning on business priorities.
To be successful, you will bring strong communication skills, the ability to influence stakeholders, and a deep focus on understanding customer needs. You will translate those needs into practical supply chain actions, identify pain points, and support the development of targeted improvement plans that enhance service and operational excellence.
This role requires analytical thinking, problem‑solving capability, and the adaptability to thrive in a fast‑paced environment. Intermediate skills in Excel s required, Power BI and SAP are desirable. That will support your ability to analyse trends, monitor performance, and drive data‑based decision making.
What You’ll Do:
Customer Collaboration & Service Excellence
- Build strong Supply Chain relationships with assigned customers through regular collaboration meetings.
- Improve order plan alignment through collaboration with S&OP and commercial teams, identify customer inventory risk and opportunities.
- Provide clear, timely communication on orders, supply status, service KPIs, and improvement initiatives.
- Align priorities with customers and commercial teams to ensure excellent service and seamless coordination.
- Collect customer feedback and support the implementation of action plans to enhance service performance.
- Work closely with commercial teams to incorporate promotions, demand signals, and customer requirements into planning.
Order Management & Demand to Cash Execution
- Process customer orders through SAP and other channels, ensuring accuracy and adherence to SLAs.
- Order cycle management and lead time optimisation — from order entry, acceptance, fulfilment, and delivery, in line with OTIF (on-time in-full) targets
Essential Experience & Skills:
- Experience working as a Customer Care Analyst, or similar.
- Confident in leading customer meetings, presenting service performance, and aligning on priorities.
- Strong focus on understanding customer needs and translating them into supply chain efficiencies.
- Ability to identify customer pain points and support the development of improvement plans.
- Intermediate Knowledge in Excel, Power BI and SAP - desirable.
- Strong Communication Skills and Ability to influence
- Analytical thinking and problem solving
- Adaptability
Essential Qualifications:
College or University Diploma in Supply Chain, STEM, Business Administration or related
This is more than the next step in your career, it’s a chance to lead change and help reinvent self-care for the world. If you’re ready to challenge, inspire and deliver impact that matters, we’re ready for you. We are challengers. We are Opella.
About Us:
Opella is the self-care challenger with the purest and third-largest portfolio in the Over The Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally.
Our mission is to bring health in people’s hands by making self-care as simple as it should be. For half a billion consumers worldwide – and counting.
At the core of this mission is our 100 loved brands, our 11,000-strong global team, our 13 best-in-class manufacturing sites and 4 specialized science and innovation development centers. Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane,Dulcolax, Enterogermina, Essentiale and Mucosolvan.
As a globally certified B Corp company, we are active players in the journey towards healthier people and planet. Find out more about our mission at www.opella.com .
