ForKärcher, a leading German multinational specialized in cleaning technology, we are looking for aCustomer Care Team Leaderto 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 inGranollers.
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 ****:**** 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 global 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.
? General 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 (Lérida)
🏢 Advantage Consultores
📍 Lérida