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.

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We are looking for a candidate with solid experience across both B2 C and B2 B 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 B2 C and B2 B 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 integral 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 B2 C and B2 B 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 B2 C and B2 B 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. xugodme The chance to take on responsibility and make a real impact in an international organization.

📌 Customer care team leader (Arenas de Iguña)
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