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 ResponsibilitiesTeam 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 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 integral objectives.Future scope: contribute to the team's potential expansion into Inside Sales activities, supporting commercial follow-up alongside customer care excellence. Candidate Profile QualificationsRequirements: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.Global business vision, proactivity and excellent communication skills. Key Stakeholders (Internal & External):CustomersInternal Sales DepartmentExternal Sales NetworkLogistics DepartmentMarketing DepartmentTechnical DepartmentBilling DepartmentIT Systems DepartmentWhat We OfferA 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)
🏢 Kärcher España
📍 Granollers