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

📌 Customer Care Team Leader (Madrid)
🏢 Kärcher España
📍 Madrid