Hybrid, Multiple Locations

Process Lead, Customer Service, EMEA QTC

• The Global Business Services (GBS) team helps drive BD forward by seeking out and implementing innovative ways to operate effectively and efficiently. We are seeking a dynamic and innovative EMEA QTC Process Lead, Customer Service for our Quote-to-Cash service line, reporting to the Regional Service Owner, Quote-to-Cash, EMEA. In this pivotal role, the successful candidate will be responsible for defining the customer service, processes, standards, and strategies within the Quote-to-Cash framework. This role ensures that customer services processes are managed efficiently and effectively, and customer satisfaction is optimized for all business process transactions, reporting, and analytics.POL Wroclaw - LegnickaDEU Heidelberg - Tullastrasse, DEU Karlsruhe, ESP Barcelona, GBR Crawley, GBR Winnersh - Eskdale Road
• BD is one of the largest global medical technology companies in the world. ™ 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
• Advancing the world of health

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

Become a maker of possible with us!

• The EMEA QTC Process Lead, Customer Service oversees the end-to-end customer service process, ensuring high levels of customer satisfaction and compliance. The role involves resolving issues, optimizing processes, and collaborating with internal stakeholders to enhance service quality
• Oversee the end-to-end customer service process within the Quote-to-Cash (QtC) function, ensuring high levels of customer satisfaction
• Identify & implement process improvements to enhance customer service efficiency and effectiveness through automation / digitization
• Identify root causes of recurring issues and implement corrective actions to prevent future occurrences
• Develop escalation protocols and coordinate with various departments to efficiently resolve complex or high-priority customer issues related to QTC process areas, conducting root cause analysis to prevent recurrence
• Monitor 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 stakeholders such as BPT, sales, finance, and legal to ensure seamless execution
• Develop and implement customer service policies and procedures to enhance service quality and efficiency
• Stay updated on industry best practices and incorporate them into the customer service process

Qualifications and Skills:

• Strong ability to analyze data, identify trends, and excellent problem-solving skills
• Strong communication and interpersonal skills
• Demonstrated leadership and team management capabilities in a matrixed organization
• 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
• A minimum of a 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

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status

Required Skills