Team Lead, Customer Operations – France (Hybrid)

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

Avantages offerts par ce poste

Employer-sponsored health insurance

Public transport allowance

Remote work up to 2 days per week

Sports club membership

Subsidized lunch program

Résumé du poste

THORLABS in Paris, France, seeks a Team Leader for Customer Operations to guide a customer-service team, ensure service quality, and drive continuous process improvements across local, European, and global teams.

You will coach staff, manage escalations, handle quotes and orders, and collaborate with Sales, Logistics, Finance, and IT. Fluency in French and English and experience with ERP systems are essential.

Qualifications

• Commercial education or a relevant degree in business or operations.
• Several years in Customer Service or Operations, across international environments.
• Proven people management experience (>=3 years) in a French business context.
• Strong ERP experience, preferably with D365 F&O or similar platforms.
• Fluent in French and English, written and spoken, with cross‑functional collaboration skills.
• Advanced MS Office and SharePoint proficiency and strong organizational skills.
• Willingness to travel about 10% as needed.

Responsabilités

• Lead and manage the Customer Service team in France to meet labor, policy, and performance standards.
• Drive operational excellence through workload planning, same‑day order processing, and KPI monitoring.
• Collaborate with EMEA leadership and cross‑functional teams across locations.
• Coach and develop team members through performance management and training.
• Handle escalations and preventive actions to improve service quality and satisfaction.
• Support the team in quotes and order processing for standard and complex requests.
• Maintain proactive customer communication by phone, email, and chat to ensure service levels.
• Coordinate with global offices to fulfill customer requirements and continuity of service.

Connaissances

People management

Bilingual French/English

Analytical skills

Leadership

Formation

Commercial education or related degree

Outils

Microsoft Dynamics 365 Finance & Operations (D365 F&O)

SharePoint

Excel

Description du poste

THORLABS in Paris, France, seeks a Team Leader for Customer Operations to guide a customer-service team, ensure service quality, and drive continuous process improvements across local, European, and global teams.

You will coach staff, manage escalations, handle quotes and orders, and collaborate with Sales, Logistics, Finance, and IT. Fluency in French and English and experience with ERP systems are essential.