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 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. ✓ The chance to take on responsibility and make a real impact in an international organization.

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