Process Lead Customer Service, EMEA QTC

About the role

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 Main responsibilities will include: Oversee and own the end-to-end customer service process within the Quote-to-Cash (QtC) function, ensuring high levels of customer satisfaction. Lead continuous improvement initiatives, using automation and digitization to streamline processes, increase efficiency, and elevate service quality. Proactively identify root causes of recurring issues and implement sustainable corrective actions to address them at source. Design & manage escalation protocols, partnering cross-functionally to efficiently resolve complex or high-priority customer issues related to QTC process areas, conducting root cause analysis to prevent recurrence. Track and analyse Key Performance Indicators (KPIs) related to customer service performance, such as response times, resolution rates, and customer satisfaction scores. Serve as the primary point of contact for customer service process related issues and inquiries within the QtC function. Collaborate with internal collaborators such as BPT, sales, finance, and legal to ensure seamless execution of credit and collections processes Define, implement and continuously refine customer service policies and procedures to enhance service quality and efficiency. Stay updated of industry protocols and emerging trends, translating them into actionable enhancements within the QtC customer service model. About you Bachelor's degree in business administration, Finance, Customer Service Management, or a related field is required. A master's degree or relevant professional certifications in customer service or project management are highly desirable. 5-7 years of experience in customer service management, with a focus on processes and customer interactions. Proven track record of managing and optimizing customer service processes in a global or large-scale organization. Proven leadership and people management experience in a matrixed environment, with responsibility for indirect teams. Proficiency in project management methodologies and tools. Proven Lean Management skills with Lean Six Sigma certification a definite asset. Strong familiarity with ERP & CRM systems (e.g., Salesforce, SAP, Oracle) and other financial tools and technologies Professional English Salary range for this role 80000€ - 100000€ Click on apply if this sounds like you! We are the makers of possible 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. Why join us? BD is proud to be certified as a Top Employer 2026 in Spain, reflecting our commitment to creating an exceptional working environment. A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. 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 health. At BD, you'll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place. Become a maker of possible with us! At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting. 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 eligibil

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