For Kärcher, a leading German multinational specialized in cleaning technology, we are looking for a Customer Care Team Leader to lead the day-to-day management and continuous improvement of the Customer Service team, based in Granollers (Barcelona) and reporting to the Supply Chain Director. We are looking for a candidate with solid experience across both B2C and B2B customer environments, strong analytical capacity and genuine ability to lead and develop a team. The role’s main focus will be process optimization through data analysis, the strategic use of Artificial Intelligence, and agile, business-aligned decision-making. It's located in Granollers.Key Responsibilities✓ Team leadership & empowerment: guide, motivate and develop the Customer Service team,setting clear objectives and fostering day-to-day autonomy.✓ Operational connection: keep a constant pulse on the department through efficient follow-upmeetings, staying on top of operational challenges without micromanaging daily execution.✓ Critical decision-making: act as the escalation point for complex conflict resolution, criticalcustomer complaints and serious service incidents, providing fast, definitive solutions.✓ Workflow optimization: audit and redesign internal department processes to eliminateredundant tasks, improve response times and boost team efficiency.✓ AI adoption and implementation: identify and implement AI-based and automation tools (e.g.order-flow automation, smart query management, chatbots) to reduce the team’s administrativeworkload.✓ Digital systems oversight: globally supervise and ensure continuous improvement in ordermanagement through automated systems (EDI, INFONET,



WEB).✓ Data-driven culture: use data analysis to monitor key departmental KPIs (order error rates,complaint closing times, service levels).✓ Trend identification: translate metrics and data into preventive action plans that correct rootcause errors before they affect the customer.✓ Quality assurance: ensure compliance with ISO 9001:2015 standards within the area ofresponsibility.✓ Key account oversight: ensure the team meets SLAs for strategic customers across both B2Cand B2B channels, intervening institutionally when necessary.✓ Internal coordination: liaise fluidly with Logistics, Sales (KAMs), Marketing and Finance toalign the customer care strategy with Kärcher’s global objectives.✓ Future scope: contribute to the team’s potential expansion into Inside Sales activities,supporting commercial follow-up alongside customer care excellence.Candidate ProfileQualifications Requirements:✓ University degree.✓ Additional training in Business Analytics, Process Management or Customer Experience is aplus.✓ Minimum 3 years’ experience managing teams in Customer Service / Customer Caredepartments, with solid exposure to both B2C and B2B environments,



ideally withinmultinational or industrial organizations.✓ Proven experience in process improvement and KPI-based management.✓ Experience in Inside Sales is a plus, given the team’s potential future involvement incommercial support tasks.Software, Data & Languages:✓ Strong technological affinity: comfortable understanding, adopting and implementing AI tools,process automation and data analysis software (advanced Excel, Power BI).✓ Knowledge of SAP (order/sales management modules).✓ Fluent English, equivalent to B2/First Certificate level (to be demonstrated at interview).Skills & Competencies:✓ Leadership with room to grow: able to lead, delegate with confidence and develop the team,while still being early enough in their career to keep evolving at project level.✓ Analytical thinking: able to “read” the department through data and make evidence-baseddecisions.✓ Process orientation & continuous improvement: a mindset focused on efficiency andtechnological automation.✓ Commercial versatility: comfortable moving between B2C and B2B contexts, with openness totaking on Inside Sales tasks as the team’s scope evolves.✓ Integral business vision, proactivity and excellent communication skills.Key Stakeholders (Internal & External):✓ Customers✓ Internal Sales Department✓ External Sales Network✓ Logistics Department✓ Marketing Department✓ Technical Department✓ Billing Department✓ IT Systems DepartmentWhat We Offer✓ A dynamic and collaborative work environment shaped by a strong entrepreneurial spirit.✓ Excellent opportunities for professional growth and career development.✓ The chance to take on responsibility and make a real impact in an international organization.

📌 Customer Care Team Leader (Cataluña)
🏢 Advantage Consultores
📍 Cataluña