Team Leader Customer Operations France (h/f/x)

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

As Team Leader Customer Operations (m/f/x), you will lead a customer-focused customer service team while ensuring operational excellence, service quality, and continuous process improvement. You will act as a key link between local operations, European stakeholders, and global teams to drive performance and customer satisfaction.

Key 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 closely with EMEA leadership and cross-functional teams (Sales, Logistics, Finance, Supply Chain, IT) 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.

• 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%).

What We Offer

At THORLABS, we value the well-being and development of our employees and offer an attractive benefits package, including:

• Employer-sponsored supplementary health insurance
• Contribution toward public transportation costs
• Flexible working model with up to 2 days of remote work per week
• Financial contribution to sports club membership
• Subsidized lunch program

About Us

At THORLABS, we do more than embrace differences — we value, celebrate, and live them. We are committed to fostering an inclusive workplace where every employee feels respected, supported, and empowered to contribute to the success of our people, our community, and our products.

We actively promote diversity, equal opportunities, and inclusion, welcoming applications from individuals of all backgrounds. Our culture is shaped by shared values that guide how we work together every day: Respect, Accountability, Empathy, Innovation, and Trust.

Join an international and collaborative environment where your ideas matter, personal growth is encouraged, and teamwork drives innovation.