We are the people who give possibilities purpose

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BD is one of the largest general 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 optimization of SAP, CRM, Salesforce, ServiceMax, Esker, or similar systems.
+ Partner with IT and business stakeholders to drive automation, digitalization, 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: 3 + benefits
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. xkdbapo Join us and enjoy a culture where face‑to‑face collaboration supports your learning, your progress, and your success.
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