Customer Service Process Excellence Specialist

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

Job summary

BD is seeking a Customer Service Representative in Barcelona to drive continuous improvement across Customer Service operations, collaborating with Supply Chain, Finance, Commercial and IT to deliver efficient, compliant processes.

You will lead Lean, Six Sigma projects, monitor KPIs, and support SAP/CRM/Salesforce/ServiceMax deployments while ensuring regulatory compliance and risk management.

Qualifications

• Bachelor's degree in Business Administration, Engineering, Supply Chain or related field.
• 3–5+ years in Customer Service, Operations, Process Excellence or Continuous Improvement.
• Experience with SAP and CRM platforms; Advanced Excel and Power BI 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 and bottlenecks.
• Facilitate cross-functional initiatives to improve productivity, efficiency, and customer experience.
• Define, monitor, and report Customer Service KPIs, dashboards, and scorecards.
• Support implementation and optimization of SAP, CRM, Salesforce, ServiceMax, Esker, or similar systems.
• Ensure Customer Service processes comply with company policies and regulatory requirements.
• Drive adoption of new processes and tools, providing training and coaching.

Skills

Advanced English

Spanish fluency

Excel

Power BI

SAP

CRM platforms

Education

Bachelor's degree in Business Administration or related field

Tools

SAP

CRM (Salesforce)

ServiceMax

Esker

Job description

BD is seeking a Customer Service Representative in Barcelona to drive continuous improvement across Customer Service operations, collaborating with Supply Chain, Finance, Commercial and IT to deliver efficient, compliant processes.

You will lead Lean, Six Sigma projects, monitor KPIs, and support SAP/CRM/Salesforce/ServiceMax deployments while ensuring regulatory compliance and risk management.