Customer Care Team Leader

Kärcher España; Granollers; Presencial; EUR 42.000 - 56.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Dynamic work environment

Career growth opportunities

International organization

Descripción de la vacante

Kärcher España is seeking a Customer Care Team Leader in Granollers to guide daily operations, drive improvement programs and report to the Supply Chain Director.

The role requires strong experience in both B2C and B2B environments, with a focus on data analysis, AI-driven processes, and agile decision-making to align with Kärcher’s global objectives.

Formación

• University degree or equivalent.
• Experience leading customer service teams in B2B/B2C settings is required.
• Strong analytics, KPI management and process improvement skills.

Responsabilidades

• Lead and develop the Customer Service team, setting clear objectives.
• Monitor KPIs and implement data-driven improvements.
• Drive AI adoption and automation to optimize workflows.
• Coordinate with Logistics, Sales, Marketing and Finance.
• Ensure ISO 9001:2015 compliance within the area of responsibility.

Conocimientos

Team leadership

Data analysis

AI tools

Power BI

Excel

Fluent English

SAP

Educación

University degree

Business Analytics training

Herramientas

SAP

Descripción del empleo

ForKärcher, 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.
• 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 global objectives.
• Future scope: contribute to the team’s potential expansion into Inside Sales activities, supporting commercial follow-up alongside customer care excellence.

Candidate Profile

Qualifications Requirements

• University degree.
• Additional training in Business Analytics, Process Management or Customer Experience is a
• 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

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).
• 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)

• Customers
• Logistics Department
• Marketing Department
• Technical Department
• IT Systems Department

What 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.