France Customer Operations Lead - Drive Service Excellence

Thorlabs; Paris; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Employer-sponsored health insurance

Transportation cost contribution

Remote work up to 2 days per week

Sports club membership stipend

Subsidized lunch program

Job summary

THORLABS is seeking a Team Leader for Customer Operations in France to lead a customer-focused team and drive operational excellence across local and European functions. The role demands strong leadership, process improvement, and cross-functional collaboration in a multinational setting.

You will manage workload planning, order processing, KPI monitoring, and customer communications while ensuring adherence to labor regulations and company policies.

Qualifications

• Academic degree in Business Administration, Customer Operations, or a related field.
• Several years of experience in Customer Service or Operations in an international environment.
• Minimum 3 years of people management experience in a French business context.
• Fluent in French and English, written and spoken.
• Proficient with ERP systems and MS Office (Excel, Word, Outlook, PowerPoint).

Responsibilities

• Lead and manage the Customer Service team in France, ensuring compliance with labor regulations, company policies, and performance standards.
• Drive operational excellence through workload planning, same-day order processing, KPI monitoring, and continuous process improvements.
• Collaborate with EMEA leadership and cross-functional teams across international locations.
• Coach, mentor, and develop team members through performance management, training, onboarding, and regular feedback.
• Manage customer escalations and complaints, ensuring timely resolution and preventive actions.
• Support the team in handling standard and complex customer requests including quotes and orders.
• Ensure proactive and professional customer communication via phone, email, and chat.
• Coordinate effectively with global offices to fulfill customer requirements and maintain service continuity.

Skills

People management

ERP systems

English proficiency

French proficiency

MS Office & SharePoint

Education

Bachelor's degree in Business Administration / Customer Operations or related field

Tools

Microsoft Dynamics 365 Finance & Operations

SharePoint

MS Office Suite

Job description

THORLABS is seeking a Team Leader for Customer Operations in France to lead a customer-focused team and drive operational excellence across local and European functions. The role demands strong leadership, process improvement, and cross-functional collaboration in a multinational setting.

You will manage workload planning, order processing, KPI monitoring, and customer communications while ensuring adherence to labor regulations and company policies.