Descripción de la oferta
For Kärcher, a leading German multinational specialized in cleaning technology, we are looking for a Customer Care Team Leader to 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 in Granollers.
Experiencia, cualificaciones y habilidades interpersonales, ¿tiene todo lo necesario para triunfar en esta oportunidad? Descúbralo a continuación.
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,
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
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):
Customers
Internal Sales Department
External Sales Network
Logistics Department
Marketing Department
Technical Department
Billing 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. xiphteb
The chance to take on responsibility and make a real impact in an international organization.
