Global Customer Service Process Consultant

This is a remote, consultant role with a duration of up to 12 months and up to 50% global travel required.

The Global Process Owner (GPO) for Customer Service is accountable for designing, governing, and continuously improving end-to-end customer service processes that support a diverse clinical diagnostics and life sciences portfolio. Operating across 37 countries with $2.5B in revenue, the GPO ensures all customer-facing processes are harmonized, compliant, and capable of delivering a superior customer experience in a highly regulated, reliability‑critical environment.

This role drives global standardization, enables digital transformation, and ensures operational excellence across interactions with hospitals, clinical laboratories, biopharma customers, research institutions, and distributors. The GPO partners closely with Regional Customer Service Leaders, Commercial Operations, Quality and Regulatory, Supply Chain, IT, and Field Service to implement scalable processes that support growth and performance.

• 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‑‑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.

• Education:
  
  Bachelor’s degree required;
  Master’s preferred in Business, Operations, Supply Chain, Engineering, Life Sciences, or related field.
• Work Experience:
  
  10+ years of experience in Customer Service, Commercial Operations, or Supply Chain within the Clinical Diagnostics, Life Science, Med Tech, or other regulated industries.
• Demonstrated experience leading global process…