Process Lead Customer Service, EMEA QTC

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: 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)...