Manager, Global Customer Operations

Meridian Bioscience is a fully integrated life science company that develops, manufactures, markets and distributes a broad range of innovative diagnostic products. We are dedicated to developing and delivering better solutions that give answers with speed, accuracy and simplicity that are redefining the possibilities of life from discovery to diagnosis. We are looking for talented and passionate individuals that help drive our vision.

Our innovative culture will allow interested candidates to discover and create, through collaboration, cutting edge solutions to tough problems.

The Manager, Global Customer Operations leads the day-to-day execution and continuous improvement of Meridian Life Science customer service across the United States, Germany and the China WFOE operating model. This role manages the global customer service team and Client Services Key Accounts function while serving as the business process owner for customer-service workflows within Infor XA, Salesforce, Master Control and, as applicable, Hub Spot.

The manager establishes service standards, operating controls and measurable KPIs that improve order accuracy, response and resolution time, customer communication and the overall customer experience. The role acts as a senior point of contact for customer escalations and builds a proactive, high-touch service model for strategic and key accounts. Working closely with Sales, Supply Chain, Logistics, Quality, Finance and IT, this leader ensures orders and customer issues move efficiently from intake through shipment and resolution.

• Lead, coach and develop a geographically distributed customer service organization, including three Customer Service team members in the United States, one in Germany and the Client Services Key Accounts role.
• Provide operational oversight and process governance for customer service activities supporting the China WFOE operating model.
• Manage daily customer service operations, workload allocation, coverage, escalations and service-level performance across regions and time zones.
• Define and maintain a differentiated, high-touch service model that provides proactive communication, reliable follow-through and clear ownership for customers, particularly strategic and key accounts.
• Serve as the senior escalation point for complex customer issues, coordinating timely resolution and root cause follow-up across functions.
• Own customer service business processes and requirements within Infor XA, Salesforce, Master Control and, as applicable, Hub Spot, partnering with IT and system administrators on configuration, integrations, testing and technical support.
• Drive consistent system adoption, data quality, workflow governance, user training and documentation across the customer service organization.
• Identify, prioritize and implement process improvements that reduce manual work, errors, cycle time and unnecessary customer touchpoints.
• Establish, monitor and report actionable customer service KPIs, including order-entry cycle time, first response time, resolution time, case aging, order accuracy, backlog, service-level attainment and customer satisfaction measures.
• Use KPI trends, customer feedback and root-cause analysis to develop corrective actions and demonstrate measurable improvements in service performance.
• Oversee the order-to-shipment workflow, including order entry, pricing and credit holds, product availability, allocation, documentation, shipment status and proof of delivery.
• Partner with Supply Chain, Logistics, Warehouse and Manufacturing to align customer commitments with inventory availability, production timing and shipment readiness.
• Support compliant import and export processes, documentation and customer communication in partnership with Logistics, Trade Compliance and other responsible functions.
• Ensure customer complaints and quality-related inquiries are documented, routed and followed through in accordance with Master Control procedures, applicable quality requirements and company policies.
• Maintain customer service SOPs, work instructions, controls and training materials and support internal, customer and regulatory audits as required.
• Recruit, onboard, train and retain team members and manage performance through clear expectations, regular coaching and formal reviews.
• Build effective working relationships with global customers, distributors and internal stakeholders and represent the voice of the customer in operational decisions.
• Perform…