[Remote] Global Customer Service Process Consultant

Note: The job is a remote job and is open to candidates in USA. Bio-Rad Laboratories is a global leader in developing and marketing high-quality research and clinical diagnostic products. They are seeking a Global Customer Service Process Consultant responsible for designing and improving customer service processes across various regions to ensure compliance and enhance customer experience.ResponsibilitiesOwn the global Customer Service process framework (Order Capture → Order Processing → Delivery & Logistics Coordination → Product Inquiry & Technical Case Routing → Complaint/Issue Resolution → Documentation & Feedback)Establish and maintain global process standards, KPIs, SOPs, and compliance controls aligned with regulatory expectations (ISO 13485, GMP, IVDR/IVD, QSR)Implement governance structures to manage process variations, assess regional requirements, and ensure harmonized execution across 37 countriesOptimize customer service processes for regulated diagnostic products, cold-chain and hazardous materials shipments, time-sensitive deliveries, and instrument service schedulingStrengthen interfaces with Quality Assurance and Technical Support to ensure high-quality, timely resolution of complaints and inquiriesEnsure alignment of complaint handling and customer feedback loops with quality system regulationsLead global efforts to simplify, standardize, and streamline customer service workflows to support reliability and responsiveness for clinical customersIdentify and implement Lean/Six Sigma initiatives that reduce order cycle times, minimize errors, and improve service levelsPartner with IT as the process lead for digital initiatives including CRM/ERP integrations, automation, self-service portals, and AI-enabled triage or case managementChampion data-driven decision making with standardized global metrics and dashboardsWork across Commercial Operations, Sales, Supply Chain, QA/RA, Finance, and Field Service to ensure coordinated, end-to-end customer supportEngage regional and country customer service leaders to balance global standardization with local regulatory and customer needsLead a virtual global network of process experts, SMEs, and continuous improvement professionalsMonitor global KPIs such as order accuracy, fill rate, OTIF, inquiry resolution time, complaint responsiveness, and satisfaction indicators (CSAT/NPS)Provide global visibility into process performance to drive accountability and operational excellence across all regionsBenchmark performance against industry standards to maintain a best-in-class customer experienceDevelop and deploy training materials, SOPs, and toolkits for new processes and systems across 37 countriesLead structured change management to ensure consistent global adoption of process standardsFoster a culture of process discipline and customer-centricity within the global customer service communitySkillsBachelor's degree required; Master's preferred in Business, Operations, Supply Chain, Engineering, Life Sciences, or related field10+ years of experience in Customer Service, Commercial Operations, or Supply Chain within the Clinical Diagnostics, Life Science, MedTech, or other regulated industriesDemonstrated experience leading global process ownership, transformation, or continuous improvement initiativesStrong working knowledge of CRM/ERP platforms (e.g., Salesforce, SAP, Oracle) and digital customer service toolsExperience working with global quality systems and regulatory frameworks such as ISO 13485, GMP, and IVD/IVDRProven ability to influence cross-functional stakeholders in a complex, matrixed, multinational organizationOutstanding communication, analytical, and problem-solving skillsLean/Six Sigma certification strongly preferredBenefitsCompetitive medical plans for you and your familyFree HSA fundsA new fertility offering with stipendGroup life and disabilityPaid parental leave401k plus profit sharingAn employee stock purchase programA new upgraded and streamlined mental health platformExtensive learning and development opportunitiesEducation benefitsStudent debt relief programPet insuranceWellness challenges and supportPaid time offEmployee Resource Groups (ERG’s)Company OverviewBio-Rad Laboratories has played a leading role in the advancement of scientific discovery for over 50 years by providing a broad range of It was founded in 1952, and is headquartered in Hercules, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.bio-rad.com/.