France Customer Operations Lead: Service Excellence

Thorlabs; Paris; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Employer-sponsored supplementary heath

Contribution toward public transport

Remote work up to 2 days per week

Sports club membership contribution

Subsidized lunch program

Job summary

Thorlabs in Paris, France seeks a Team Leader Customer Operations to lead a customer service team, driving service quality and continuous process improvement across France and Europe. You will align local operations with European stakeholders and global teams to boost performance and customer satisfaction.

Responsibilities include managing the team, planning workloads, monitoring KPIs, handling escalations, and collaborating with Sales, Logistics, Finance, and IT.

Qualifications

• Commercial education or an academic degree in Business Administration, Customer Operations, or a related field.
• Several years of experience in Customer Service, Sales Administration, or Customer Operations, ideally within an international environment.
• Proven people management experience (minimum 3 years), including a structured and compliant leadership approach within a French business context.
• Strong experience working with ERP systems, ideally Microsoft Dynamics 365 Finance & Operations (D365 F&O) or similar platforms.
• Fluency in French and English, both written and spoken, with excellent communication skills for international and cross-functional collaboration.
• Advanced proficiency in Microsoft Office applications (Excel, Word, Outlook, PowerPoint) and SharePoint.
• Strong organizational, prioritization, and analytical skills, with the ability to manage competing priorities and implement effective solutions.
• Proactive, professional, and results-oriented mindset, with a willingness to travel occasionally (approx. 10%).

Responsibilities

• Lead and manage the Customer Service team in France, ensuring compliance with labor regulations, company policies, and performance standards.
• Drive operational excellence via workload planning, same-day order processing, KPI monitoring, and continuous process improvements.
• Collaborate closely 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, root cause analysis, and preventive actions.
• Support the team in handling standard and complex customer requests, including quotes and order processing.
• Ensure proactive and professional customer communication via phone, email, and chat to deliver a high level of service.
• Coordinate effectively with global offices to fulfill customer requirements and maintain service continuity.

Skills

People management

Communication

Organizational skills

Analytical skills

French and English fluency

Education

Commercial education or degree in Business Administration/Customer Operations

Tools

Microsoft Dynamics 365 Finance & Operations

Microsoft Office (Excel, Word, Outlook, PowerPoint)

SharePoint

Job description

Thorlabs in Paris, France seeks a Team Leader Customer Operations to lead a customer service team, driving service quality and continuous process improvement across France and Europe. You will align local operations with European stakeholders and global teams to boost performance and customer satisfaction.

Responsibilities include managing the team, planning workloads, monitoring KPIs, handling escalations, and collaborating with Sales, Logistics, Finance, and IT.