Bio-Rad Laboratories · 1 day ago
Global Customer Service Process Consultant
California, United States
Full-time
Hybrid
Senior Level, Lead/Staff
$122K/yr - $211K/yr
10+ years expBio-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.
BiotechnologyHealth CareHealth Diagnostics
Hiring Manager
Jim Smith
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
Qualification
Required
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
Preferred
Master's preferred in Business, Operations, Supply Chain, Engineering, Life Sciences, or related field
Lean/Six Sigma certification strongly preferred
Benefits
Competitive medical plans for you and your family
Free HSA funds
A new fertility offering with stipend
Group life and disability
Paid parental leave
401k plus profit sharing
An employee stock purchase program
A new upgraded and streamlined mental health platform
Extensive learning and development opportunities
Education benefits
Student debt relief program
Pet insurance
Wellness challenges and support
Paid time off
Employee Resource Groups (ERG’s)
And more!
Company
Bio-Rad Laboratories
Bio-Rad Laboratories has played a leading role in the advancement of scientific discovery for over 50 years by providing a broad range of
5001-10000 employees
H1B Sponsorship
Bio-Rad Laboratories has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (37)
2024 (40)
2023 (41)
2022 (56)
2021 (45)
2020 (34)
Funding
Current Stage
Public CompanyTotal Funding
$1.4B2024-02-14Post Ipo Debt· $200M
2022-03-02Post Ipo Debt· $1.2B
1980-03-01IPO
Leadership Team
Christine A. Tsingos
EVP & CFO
Jonathan Divincenzo
President and Chief Operating Officer
Recent News
GlobeNewswire
2026-01-05
2025-12-15
Company data provided by crunchbase