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-up

meetings, staying on top of operational challenges without micromanaging daily execution.

✓ Critical decision-making: act as the escalation point for complex conflict resolution, critical

customer complaints and serious service incidents, providing fast, definitive solutions.

✓ Workflow optimization: audit and redesign internal department processes to eliminate

redundant 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 administrative

workload.

✓ Digital systems oversight: globally supervise and ensure continuous improvement in order

management 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 of

responsibility.

✓ Key account oversight: ensure the team meets SLAs for strategic customers across both B2C

and B2B channels, intervening institutionally when necessary.

✓ Internal coordination: liaise fluidly with Logistics, Sales (KAMs), Marketing and Finance to

align the customer care strategy with Kärcher’s general objectives.

✓ Future scope: contribute to the team’s potential expansion into Inside Sales activities,

supporting commercial follow-up alongside customer care excellence.

Candidate Profile

Qualifications Requirements:

✓ University degree.

✓ Additional training in Business Analytics, Process Management or Customer Experience is a

plus.

✓ Minimum 3 years’ experience managing teams in Customer Service / Customer Care

departments, with solid exposure to both B2C and B2B environments, ideally within

multinational 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 in

commercial 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-based

decisions.

✓ Process orientation & continuous improvement: a mindset focused on efficiency and

technological automation.

✓ Commercial versatility: comfortable moving between B2C and B2B contexts, with openness to

taking on Inside Sales tasks as the team’s scope evolves.

✓ Global 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 Department

What 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