Job ID: 2025-37849
Organization: Bio-Rad Laboratories, Inc.
Location: Remote, United States
Work Type: Consultant, Remote
Duration: Up to 12 months
Travel Requirement: Up to 50 percent global travel
Function: Management
Job Summary
Bio-Rad Laboratories is seeking a Global Customer Service Process Consultant to serve as the Global Process Owner for Customer Service. This role carries responsibility for designing, governing, and continuously improving end-to-end customer service processes across a global, regulated environment. The consultant will support clinical diagnostics and life sciences operations spanning 37 countries and a multi-billion-dollar revenue footprint.
The position focuses on harmonization, compliance, and operational excellence while enabling digital transformation and a consistently high customer experience across hospitals, laboratories, biopharma organizations, research institutions, and distributor networks.
Read More: Join Bio-Rad as Clinical Research Associate II – Remote, $35-$45/hr Role
About the Company
For more than 70 years, Bio-Rad has played a key role in advancing science and healthcare worldwide. As one of the leading life science companies globally, Bio-Rad develops, manufactures, and markets high-quality research and clinical diagnostic products. The organization operates with a strong purpose, collaborative culture, and a commitment to innovation that improves lives across the globe.
Key Responsibilities and Strategic Focus
Global Process Leadership and Governance
The consultant will own the global customer service process framework, covering order capture, processing, delivery coordination, technical inquiry routing, complaint resolution, and feedback management. In addition, the role ensures global standards, KPIs, SOPs, and compliance controls remain aligned with regulatory expectations such as ISO 13485, GMP, IVDR, IVD, and QSR. Governance structures will be established to manage regional variations while ensuring consistent execution worldwide.
Regulated Industry Process Excellence
A primary focus is optimizing customer service processes for regulated diagnostic products, including cold-chain and hazardous-material shipments, time-sensitive deliveries, and instrument service scheduling. The role strengthens collaboration with the Quality Assurance and Technical Support teams to ensure accurate, timely complaint resolution while maintaining alignment with quality system regulations.
Continuous Improvement and Digital Transformation
The consultant will lead global initiatives to simplify and standardize workflows, improving reliability and responsiveness for clinical customers. Lean and Six Sigma practices will be applied to reduce order cycle times, lower error rates, and improve service performance. A close partnership with IT teams will support CRM and ERP integrations, automation, self-service platforms, and AI-enabled case management solutions.
Cross-Functional and Global Collaboration
This role operates across Commercial Operations, Sales, Supply Chain, Quality and Regulatory, Finance, IT, and Field Service teams. It also involves active engagement with regional and nationwide customer service leaders to balance global consistency with local regulatory and customer needs. The consultant will guide a virtual global network of process experts and subject matter specialists.
Performance Management and Insights
The consultant will monitor global performance indicators, including order accuracy, fill rate, on-time delivery, inquiry resolution time, complaint responsiveness, and customer satisfaction metrics. Clear global visibility into performance will drive accountability, benchmarking, and best service delivery across regions.
Training, Adoption, and Change Enablement
The role includes developing and deploying training materials, SOPs, and toolkits to support process adoption across 37 countries. Structured change management efforts will ensure consistent implementation while fostering a strong culture of customer focus and process discipline.
Best Candidate Background
Education Background
A Bachelor’s degree is required, while a Master’s degree is preferred in Business, Operations, Supply Chain, Engineering, Life Sciences, or a related discipline.
Professional Experience and Skills
The ideal candidate brings over 10 years of experience in Customer Service, Commercial Operations, or Supply Chain within clinical diagnostics, life sciences, MedTech, or similarly regulated industries. Proven expertise in global process ownership, transformation initiatives, or continuous improvement programs is essential.
Strong knowledge of CRM and ERP platforms such as Salesforce, SAP, or Oracle is expected, along with familiarity with digital customer service tools. Experience working within global quality systems and regulatory frameworks is required. Lean or Six Sigma certification is highly preferred. The role demands excellent stakeholder influence skills, strong analytical ability, and clear communication in complex, multinational environments.
Work Location and Flexibility
Bio-Rad offers complete remote work flexibility for this role anywhere within the United States, supported by structured global collaboration and travel where required.
Compensation and Total Rewards
Estimated Base Salary Range: USD 122,200 to USD 210,600
Compensation is determined based on geographic location, experience, skills, and business considerations. Bio-Rad offers a comprehensive total rewards program that supports employee health, financial well-being, and long-term career growth.
Benefits Overview
The organization offers extensive benefits, including competitive medical coverage, HSA funding, fertility support, life and disability insurance, paid parental leave, retirement plans with profit sharing, employee stock purchase options, mental health support platforms, professional development programs, education assistance, student debt support, wellness initiatives, paid time off, and employee resource groups.
Equal Opportunity and Additional Notices
Bio-Rad Laboratories is an Equal Employment Opportunity and Affirmative Action employer. Candidates from all backgrounds are encouraged to apply, including veterans and individuals with disabilities. The company does not accept unsolicited agency resumes and actively warns applicants to remain alert to hiring fraud.
How to Apply
You can apply through the Bio-Rad official careers portal, where you can find the latest opportunities.
Legal Entity
Bio-Rad Laboratories, Inc.
Legal Entity Code: USA_1000
