ForAsegúrese de presentar su candidatura con toda la información solicitada, tal como se expone en la descripción del puesto a continuación.Kärcher, 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-upmeetings, staying on top of operational challenges without micromanaging daily execution. Critical decision-making: act as the escalation point for complex conflict resolution, criticalcustomer complaints and serious service incidents, providing fast, definitive solutions. Workflow optimization: audit and redesign internal department processes to eliminateredundant 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 administrativeworkload. Digital systems oversight:



globally supervise and ensure continuous improvement in ordermanagement 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 ofresponsibility. Key account oversight: ensure the team meets SLAs for strategic customers across both B2Cand B2B channels, intervening institutionally when necessary. Internal coordination: liaise fluidly with Logistics, Sales (KAMs), Marketing and Finance toalign 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 ProfileQualifications Requirements: University degree. Additional training in Business Analytics, Process Management or Customer Experience is aplus. Minimum 3 years’ experience managing teams in Customer Service / Customer Caredepartments, with solid exposure to both B2C and B2B environments, ideally withinmultinational 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 incommercial 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-baseddecisions. Process orientation & continuous improvement: a mindset focused on efficiency andtechnological automation. Commercial versatility: comfortable moving between B2C and B2B contexts, with openness totaking 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 DepartmentWhat We Offer A dynamic and collaborative work environment shaped by a strong entrepreneurial spirit. Excellent opportunities for professional growth and career development. xcskxlj The chance to take on responsibility and make a real impact in an international organization.

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