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

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