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

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

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.