Customer Service CI & Digitalization Specialist in Erembodegem, Belgium

Job Description Summary

As a Customer Service CI & Digitalization Specialist, you will play a pivotal role in our European customer service organization. Your mission will be to drive operational efficiencies & CI and support digitalization and innovation initiatives within our customer service processes. If you thrive on transforming traditional practices into cutting-edge solutions, this role is tailor-made for you.

Job Description

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?

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!

Main responsibilities will include:

• Conduct diagnostic process reviews to identify improvement opportunities within Customer Service.

• Focus on operational effectiveness, efficiency, quality, and compliance.

• Collaborate with Customer services teams, cross-functional stakeholders & leaders to implement enhancements in alignment with strategic objectives.

• Drive efficiencies and elevate the overall customer & user experience.

AI & Automation:

• Learn about tools, trends, and technological evolutions.

• Assess their potential value for our function and customers.

• Evaluate and implement AI-driven solutions (chatbots, virtual assistants) to handle routine customer inquiries and automate repetitive customer service tasks.

• Drive implementation projects of relevant technologies to enhance service delivery.

Metrics Analysis:

• Monitor & Analyze Customer Service 360 dashboard to identify process gaps and define opportunities for improvement in collaboration with Country and European Customer Service Teams.

• Drive proactive actions to close identified deficiencies.

Project Management:

• Fulfill assigned project role to drive for success.

• Collaborate with internal & external stakeholders to achieve project goals.

Digital Transformation Change Agent:

• Champion digital transformation across Customer Service.

• Drive cultural shifts toward digital thinking and agility.

• Foster a work environment where digital solutions are embraced.

• Encourage innovative ways of working.

Skills and Competencies:

• Bachelor or Master’s degree in business administration, Marketing, Supply Chain, Finance, IT or equivalent by experience.

• Customer centric focus, CX and global mindset.

• End-to-end business process thinking.

• Understanding of the integration and dependencies of complex processes.

• In depth knowledge of business process management and ERP/CRMs (SAP, SFDC, ..).

• Action and result driven, demonstrated execution skills.

• Ability to work collaboratively, cross functionally and in a team environment.

• Good all level communicator & influencer

• Proven ability to act as catalyst for change

• Ability to operate at ease with multiple priorities.

• Excellent analytical and problem resolution skills.

• Eagerness to learn & develop

• Creative and innovative thinking regarding technology & trends

• Fluency in English both written & oral mandatory, any other language will be an asset.

What can you expect from us?

• A varied function with international contacts within a company with an important social contribution in a value-driven organization.

• An informal working atmosphere and a great team within a dynamic corporate culture and an environment that lets you grow and develop.

• An attractive remuneration package.

If you’re ready to make an impact and drive our customer service function toward a more customer-centric future, we encourage you to apply. Submit your resume and a cover letter highlighting your relevant experience and passion for digital transformation.

Click on apply if this sounds like you!

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.

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

Primary Work Location

BEL Erembodegem – Dorp 86

Additional Locations

Work Shift

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.