France-based Customer Operations Team Lead (Remote)

Thorlabs; Paris; Hybride; EUR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Health insurance top-up

Public transport contribution

Hybrid work up to 2 days per week

Sports club membership

Subsidized lunch

Résumé du poste

Thorlabs France seeks a Team Leader Customer Operations to guide a customer service team and uphold service quality across France and Europe. You will align local operations with European stakeholders and global teams to drive performance and customer satisfaction.

You will coach staff, manage escalations, and enable proactive customer communication across phone, email and chat while supporting quotes and order processing. Occasional travel is expected to coordinate with global offices.

Qualifications

• Minimum several years in Customer Service/Operations, ideally international.
• 3+ years of people management within a French business context.
• Proficient with ERP systems and MS Office suite.

Responsabilités

• Lead and manage the Customer Service team in France, ensuring compliance with policies and performance standards.
• Drive operational excellence through workload planning, same-day order processing, KPI monitoring and improvements.
• Collaborate with EMEA leadership and cross-functional teams across locations.
• Coach and develop team members through performance management and training.
• Handle escalations and COVID-0: ensure timely resolution, root cause analysis, preventive actions.
• Support handling of standard and complex customer requests including quotes and orders.
• Maintain proactive and professional communication via phone, email and chat.
• Coordinate with global offices to fulfill customer requirements and ensure service continuity.

Connaissances

People management

ERP systems (D365 F&O)

Bilingual: French & English

MS Office suite (Excel, Word, Outlook,

SharePoint

Analytical skills

Travel willingness

Formation

Bachelor's degree in Business Administration

Outils

Microsoft Dynamics 365 Finance & Operations

Description du poste

Thorlabs France seeks a Team Leader Customer Operations to guide a customer service team and uphold service quality across France and Europe. You will align local operations with European stakeholders and global teams to drive performance and customer satisfaction.

You will coach staff, manage escalations, and enable proactive customer communication across phone, email and chat while supporting quotes and order processing. Occasional travel is expected to coordinate with global offices.