Customer Service Representative

About the role

Becton, Dickinson and Company (BD), a global medical technology company, is hiring a Customer Service Representative in Barcelona. The role drives continuous improvement across Customer Service operations, partnering with Customer Service, Supply Chain, Finance, Commercial, IT and other functions to identify improvement opportunities, implement solutions and monitor performance through KPIs and data analysis.

Key responsibilities

• Lead continuous improvement initiatives using Lean, Six Sigma, Kaizen and problem-solving methods, and analyse end-to-end Customer Service processes to find inefficiencies and bottlenecks.
• Facilitate cross-functional initiatives that improve productivity, efficiency and customer experience.
• Define, monitor and report Customer Service KPIs, dashboards and scorecards, and support operational reviews, trend analysis and performance improvement actions.
• Support the implementation and optimisation of SAP, CRM, Salesforce, ServiceMax, Esker or similar systems, and partner with IT and business stakeholders on automation and digitalisation.
• Ensure Customer Service processes comply with company policies and regulatory requirements, identify operational risks and support corrective actions and audits.
• Drive adoption of new processes and tools, provide training and coaching, and act as a subject matter expert for process excellence initiatives.

Required profile

• Bachelor's degree in Business Administration, Engineering, Supply Chain or a related field.
• 3-5+ years of experience in Customer Service, Operations, Process Excellence or Continuous Improvement.
• Fluent English and Spanish.
• Lean Six Sigma Green Belt or equivalent certification is an advantage.

Required skills

• Experience with SAP and CRM platforms.
• Advanced Excel and Power BI knowledge preferred.

What we offer

• Salary range of 30,000 to 35,000 EUR plus benefits.
• A Total Rewards programme with performance-based rewards, recognition and a competitive package of compensation and benefits.