Bilingual Spanish CSR: Process Improvement Specialist

Concentrix; Barcelona; On-site; EUR 30,000 - 35,000; Full time

Benefits offered by this job

Total Rewards program

Job summary

BD in Barcelona is seeking a Customer Service Representative to drive continuous improvement across Customer Service operations. The role collaborates with Supply Chain, Finance, Commercial, IT, and other functions to identify opportunities, implement solutions, and monitor performance.

The position requires 3–5+ years in Customer Service/Operations, proficiency with SAP/CRM, and fluency in English and Spanish.

Qualifications

• Bachelor's degree in Business Administration, Engineering, Supply Chain or related field.
• 3-5+ years of experience in Customer Service, Operations, Process Excellence or Continuous Improvement.
• Experience with SAP and CRM platforms. Advanced Excel and Power BI knowledge preferred.
• Lean Six Sigma Green Belt or equivalent certification is an advantage.
• Fluent English and Spanish.

Responsibilities

• Lead continuous improvement initiatives using Lean, Six Sigma, Kaizen, and problem-solving methodologies.
• Analyze end-to-end Customer Service processes to identify inefficiencies, bottlenecks, and improvement opportunities.
• Facilitate cross-functional initiatives to improve productivity, efficiency, and customer experience.
• Define, monitor, and report Customer Service KPIs, dashboards, and scorecards.
• Support operational reviews, trend analysis, and performance improvement actions.
• Support the implementation and optimization of SAP, CRM, Salesforce, ServiceMax, Esker, or similar systems.
• Partner with IT and business stakeholders to drive automation, digitalization, and system improvements.
• Ensure Customer Service processes comply with company policies and regulatory requirements.
• Identify operational risks and support corrective actions and internal/external audits.
• Drive adoption of new processes and tools, providing training and coaching and acting as a subject matter expert for process excellence initiatives.

Skills

Lean Six Sigma Green Belt

Process improvement

Cross-functional collaboration

Advanced Excel

Education

Bachelor's degree

Tools

SAP

CRM

Power BI

Excel

Job description

BD in Barcelona is seeking a Customer Service Representative to drive continuous improvement across Customer Service operations. The role collaborates with Supply Chain, Finance, Commercial, IT, and other functions to identify opportunities, implement solutions, and monitor performance.

The position requires 3–5+ years in Customer Service/Operations, proficiency with SAP/CRM, and fluency in English and Spanish.