Customer Service & Process Improvement Lead

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

Job summary

BD (Becton, Dickinson and Company) seeks a Customer Service Representative in Barcelona to lead continuous improvement projects across Customer Service operations, ensuring compliant, customer-centric processes. You will collaborate with multiple functions, define KPIs, and drive automation and system enhancements.

The role requires 3–5+ years in relevant fields, SAP/CRM experience, and fluency in English and Spanish.

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 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

Excel

Power BI

Data analysis

English

Spanish

Education

Bachelor's degree

Tools

SAP

CRM platforms

Job description

BD (Becton, Dickinson and Company) seeks a Customer Service Representative in Barcelona to lead continuous improvement projects across Customer Service operations, ensuring compliant, customer-centric processes. You will collaborate with multiple functions, define KPIs, and drive automation and system enhancements.

The role requires 3–5+ years in relevant fields, SAP/CRM experience, and fluency in English and Spanish.