Job Description Summary
This role offers the opportunity to lead service delivery excellence across the full order management lifecycle in the EMEA region. As a Senior Service Delivery Expert, you will ensure timely and accurate execution of order processing steps, while driving improvements in quality, compliance, and operational efficiency. You will work closely with cross-functional teams to resolve issues, monitor performance, and implement solutions that enhance customer satisfaction and delivery outcomes.This position plays a critical role in maintaining high standards of service and supporting continuous improvement initiatives that reduce delays and increase accuracy.
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?
BD is proud to be certified as a Top Employer 2025 in Poland, reflecting our commitment to creating an exceptional working environment.
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!
Customer Service
Customer Services is a strategic partner to both our customers and businesses and focus on creating exceptional customer experiences and generates revenue growth.
About the role
This role offers the opportunity to lead service delivery excellence across the full order management lifecycle in the EMEA region. As a Senior Service Delivery Expert, you will ensure timely and accurate execution of order processing steps, while driving improvements in quality, compliance, and operational efficiency. You will work closely with cross-functional teams to resolve issues, monitor performance, and implement solutions that enhance customer satisfaction and delivery outcomes.
This position plays a critical role in maintaining high standards of service and supporting continuous improvement initiatives that reduce delays and increase accuracy.
Main responsibilities will include:
Monitor service metrics and performance indicators to ensure consistent delivery quality
Conduct root cause analysis and implement corrective actions for service disruptions
Facilitate meetings to address operational challenges and share insights across teams
Analyze OTIF (On-Time In-Full) defects and recommend actions to improve delivery accuracy
Oversee the full lifecycle of customer orders, ensuring timely and accurate processing
Implement dashboards and monitoring tools to identify bottlenecks and prevent delays
Coordinate resolution of order blocks, processing holds, and fulfillment issues
Lead initiatives to reduce rework, enable automation, and improve order cycle times
About you
Minimum five years of experience in order management, customer service, or supply chain operations
Strong understanding of end-to-end order processes and operational dependencies
Skilled in interpreting service metrics and driving improvement through data insights
Proficient in Microsoft tools and experienced with ERP systems and OCR platforms
Effective communicator with a proactive mindset and attention to detail
Comfortable managing multiple priorities in a fast-paced environment
Click on apply if this sounds like you!
At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
Becton, Dickinson and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.
To learn more about BD visit: https://bd.com/careers
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