Global Customer Operations Lead for Strategic Accounts

Meridian Bioscience International Limited; Memphis (TN); Presencial; USD 110.000 - 150.000; Jornada completa

Descripción de la vacante

Meridian Bioscience is seeking a strategic Manager, Global Customer Operations to lead the customer service function across the United States, Germany and China. You will drive process excellence in ERP/CRM systems, establish service standards and KPIs, and manage a distributed team to ensure accurate orders, fast responses, and high customer satisfaction.

Collaborate with Sales, Supply Chain and IT to optimize intake, order-to-shipment workflows and escalation handling, while delivering a

Formación

• Bachelor's degree in business, supply chain, life science or related field.
• 5–7 years in customer service or operations within life sciences or regulated industries.
• Experience managing teams across countries/time zones and setting KPIs.

Responsabilidades

• Lead and coach a geographically distributed customer service team.
• Oversee China WFOE operations and regional service delivery.
• Manage daily operations, workload, escalations and SLA performance.
• Define a high-touch service model with proactive communication.
• Serve as senior escalation point for complex issues.
• Own business processes in Infor XA, Salesforce, MasterControl and HubSpot.
• Drive system adoption, data quality and training.
• Identify process improvements to reduce manual work and cycle time.
• Establish and report customer service KPIs.

Conocimientos

Customer service leadership

Global operations experience

KPI & analytics

Process improvement

Escalation management

Communication skills

Educación

Bachelor's degree in business, supply chain, life science or related field

Herramientas

Infor XA

Salesforce

MasterControl

HubSpot

Descripción del empleo

Meridian Bioscience is seeking a strategic Manager, Global Customer Operations to lead the customer service function across the United States, Germany and China. You will drive process excellence in ERP/CRM systems, establish service standards and KPIs, and manage a distributed team to ensure accurate orders, fast responses, and high customer satisfaction.

Collaborate with Sales, Supply Chain and IT to optimize intake, order-to-shipment workflows and escalation handling, while delivering a