Global Customer Service Process Consultant

Bio-Rad Laboratories is a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. The Global Customer Service Process Consultant is responsible for designing, governing, and improving customer service processes across a diverse clinical diagnostics and life sciences portfolio, ensuring operational excellence and compliance in a highly regulated environment.

Responsibilities:

• Own 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 countries
• Optimize customer service processes for regulated diagnostic products, cold-chain and hazardous materials shipments, time-sensitive deliveries, and instrument service scheduling
• Strengthen interfaces with Quality Assurance and Technical Support to ensure high-quality, timely resolution of complaints and inquiries
• Ensure alignment of complaint handling and customer feedback loops with quality system regulations
• Lead global efforts to simplify, standardize, and streamline customer service workflows to support reliability and responsiveness for clinical customers
• Identify and implement Lean/Six Sigma initiatives that reduce order cycle times, minimize errors, and improve service levels
• Partner with IT as the process lead for digital initiatives including CRM/ERP integrations, automation, self-service portals, and AI-enabled triage or case management
• Champion data-driven decision making with standardized global metrics and dashboards
• Work across Commercial Operations, Sales, Supply Chain, QA/RA, Finance, and Field Service to ensure coordinated, end-to-end customer support
• Engage regional and country customer service leaders to balance global standardization with local regulatory and customer needs
• Lead a virtual global network of process experts, SMEs, and continuous improvement professionals
• Monitor 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 regions
• Benchmark performance against industry standards to maintain a best-in-class customer experience
• Develop and deploy training materials, SOPs, and toolkits for new processes and systems across 37 countries
• Lead structured change management to ensure consistent global adoption of process standards
• Foster a culture of process discipline and customer-centricity within the global customer service community

Requirements:

• Bachelor's degree required
• 10+ years of experience in Customer Service, Commercial Operations, or Supply Chain within the Clinical Diagnostics, Life Science, MedTech, or other regulated industries
• Demonstrated experience leading global process ownership, transformation, or continuous improvement initiatives
• Strong working knowledge of CRM/ERP platforms (e.g., Salesforce, SAP, Oracle) and digital customer service tools
• Experience working with global quality systems and regulatory frameworks such as ISO 13485, GMP, and IVD/IVDR
• Proven ability to influence cross-functional stakeholders in a complex, matrixed, multinational organization
• Outstanding communication, analytical, and problem-solving skills
• Master's preferred in Business, Operations, Supply Chain, Engineering, Life Sciences, or related field
• Lean/Six Sigma certification strongly preferred