Customer Service Process Improvement Specialist (Bilingual)

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

Job summary

BD in Barcelona, Spain, is seeking a Customer Service Representative focused on process excellence. You will lead continuous improvement initiatives across Customer Service, partnering with Supply Chain, Finance, and IT to deliver efficient, compliant, and customer-centric processes.

Responsibilities include defining and tracking KPIs, supporting system optimisations (SAP, CRM, Salesforce, ServiceMax), and driving training and adoption of new processes.

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.

Responsibilities

• Lead continuous improvement initiatives using Lean, Six Sigma, Kaizen, and problem-solving methodologies.
• Define, monitor, and report Customer Service KPIs, dashboards, and scorecards.
• Support implementation and optimisation of SAP, CRM, Salesforce, ServiceMax, Esker or similar systems.
• Ensure Customer Service processes comply with policies and regulatory requirements; identify risks.
• Drive change management, training, and adoption of new processes and tools.

Skills

English fluency

Spanish fluency

Advanced Excel

Power BI

SAP experience

CRM experience

Education

Bachelor's degree in Business Administration, Engineering, Supply Chain or related field

Tools

SAP

CRM platforms

Salesforce

ServiceMax

Esker

Job description

BD in Barcelona, Spain, is seeking a Customer Service Representative focused on process excellence. You will lead continuous improvement initiatives across Customer Service, partnering with Supply Chain, Finance, and IT to deliver efficient, compliant, and customer-centric processes.

Responsibilities include defining and tracking KPIs, supporting system optimisations (SAP, CRM, Salesforce, ServiceMax), and driving training and adoption of new processes.