Job Description Summary

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 Customer Service Operations Leader to be responsible for leading the Customer Care and Tender & Pricing Team in Benelux. This role involves developing and implementing strategies to enhance customer experience, driving employee and customer satisfaction and loyalty, and focusing on operational excellence and continuous improvement of the Quote to Cash (QTC) processes.



Customer Service is a service line within the Global Business Services (GBS)-QTC. The Customer Service Operations Leader reports to the Director Customer Service Operations Europe and is aligned with the Benelux Country General Manager’s Organization. The incumbent is a member of the Customer Service European Leadership Team and the Benelux Leadership Team.



The Customer Service Operations Leader will partner with the Commercial and Leadership team in Benelux to achieve aspirational growth, address new business opportunities, develop & implement strategic plans towards the strategic imperatives in Benelux.


In close collaboration with EMEA GBS QTC, the Customer Service Operations Leader will be leading the digitalization and transformation of the customer service organization aligned to the Global Business Services (GBS)- QTC Vision.



The leader will translate long-term vision into tactical and operational plans, embody servant leadership, and operate across the BD Matrix in the spirit of One-BD.

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 and duties:

Customer Service Operations Management

• Lead the Customer Care and Tender & Pricing Operations In Benelux

• Develop strategic plans aligned to the GBS-QTC vision & Country vision to improve Customer Experience and to achieve aspirational growth.

• Collaborate with BD Benelux businesses to shape public tenders and improve end-to-end contract lifecycle management and contracting operations

• Drive Operational excellence of the customer service operations for the Benelux market.

• Develop and adapt standard procedures and processes to better serve customers, considering business needs and Voice of the Customer (VOC).

• Lead the digitalization and transformation of the customer service organization aligned to the GBS QTC Vision and roadmap

• Achieve and exceed KPIs related to customer satisfaction, productivity, employee engagement, recruiting, attrition and budget spend

• Partner with logistics & transportation teams and coordinate with end customers and commercial teams to improve the service to our customers and maximizing revenue.

• Identify & resolve problems that affect the service, quality, efficiency, and productivity of the customer service operations.

People management

• As servant leader, provide positive leadership of direct reports and ongoing coaching, empowerment and career development.

• Inspire, motivate and guide people managers and associates through change and transformation.

• Manage recruiting, training, and performance management of customer service associates. Develop and implement people development plans

• Ensure competencies & skills align with future operational needs and GBS-QTC Vision

Knowledge, Skills, Abilities:

• Experience as Customer Service, Tender & Pricing or Integrated Supply Chain Lead in a multi-national company

• Ability to influence and drive change through strong leadership and communication skills.

• Experience in Operational Excellence and continuous improvement and lean six sigma

• Excellent communication and interpersonal skills.

• Servant leadership skills.

• Performance management and problem-solving skills.

• Creative and innovative thinking.

• Preferred experience in Medical Technology or Healthcare Industry.

• Excellent English communication skills.

• Team-oriented and result-driven

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

Required Skills

Optional Skills

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Primary Work Location

BEL Erembodegem - Dorp 86

Additional Locations

Work Shift