For Kärcher , a leading German multinational specialized in cleaning technology, we are looking for a Customer Care Team Leader (m/f/d) in Granollers to lead the day-to-day management and continuous improvement of the Customer Service team 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.
IMPORTANT: Candidates must have their own car, as the role requires a presence of 4 days per week at the Granollers office (with one remote-working day).
Living in or near Granollers (Vallès Oriental) will therefore be positively valued.
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,
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📌 Customer Care Team Leader (Cataluña)
🏢 Kärcher España
📍 Cataluña