Customer Service Representative

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

We are the people who give possibilities purpose BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Job Description

The Customer Service Representative is responsible for driving continuous improvement initiatives across Customer Service operations, ensuring efficient, compliant, and customer-centric processes. The role partners with Customer Service, Supply Chain, Finance, Commercial, IT and other functions to identify improvement opportunities, implement solutions, and monitor operational performance through KPIs and data analysis.

Key Responsibilities

• Process Improvement & Operational Excellence: 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.
• Performance Management: Define, monitor, and report Customer Service KPIs, dashboards, and scorecards. Support operational reviews, trend analysis, and performance improvement actions.
• Digital Transformation & Systems: Support the implementation and optimisation of SAP, CRM, Salesforce, ServiceMax, Esker, or similar systems. Partner with IT and business stakeholders to drive automation, digitalisation, and system improvements.
• Compliance & Risk Management: Ensure Customer Service processes comply with company policies and regulatory requirements. Identify operational risks and support corrective actions and internal/external audits.
• Change Management & Training: Drive adoption of new processes and tools, providing training and coaching and acting as a subject-matter expert for process excellence initiatives.

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.

Salary range for this role: 30.000€ - 35.000€ + benefits

Salary Range Information €29,300.00 - €44,675.00 EUR Annual

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive. We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "Our Commitment to You." Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed. Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role’s specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.

Primary Work Location ESP Barcelona

Additional Locations ESP San Agustin del Guadalix

Work Shift

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.

To learn more about BD visit https://bd.com/careers.