[Remote] Global Customer Service Process Consultant

May 23, 2026

Other Jobs To Apply

No other job posts for this day.

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.

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

Skills

Bachelor's degree required; Master's preferred in Business, Operations, Supply Chain, Engineering, Life Sciences, or related field
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
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)

Company Overview

Bio-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/.

Company H1B Sponsorship

Bio-Rad Laboratories has a track record of offering H1B sponsorships, with 2 in 2026, 37 in 2025, 40 in 2024, 41 in 2023, 56 in 2022, 45 in 2021, 34 in 2020. Please note that this does not guarantee sponsorship for this specific role.

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...