Team Leader – Customer Operations (France)

About the role

THORLABS is seeking a proactive Team Leader to head its Customer Operations team in France. You will ensure operational excellence, high service quality, and continuous improvement while acting as a bridge between local, European, and global stakeholders.

Key responsibilities

• Lead and manage the French Customer Service team, ensuring compliance with labor regulations and company policies.
• Plan workloads, oversee same‑day order processing, monitor KPIs and drive process enhancements.
• Collaborate with EMEA leadership and cross‑functional teams such as Sales, Logistics, Finance, Supply Chain and IT.
• Coach, mentor and develop team members through performance management, training and regular feedback.
• Handle customer escalations, conduct root‑cause analysis and implement preventive actions.
• Support the team in processing quotes, orders and complex customer requests.
• Maintain proactive, professional communication via phone, email and chat.
• Coordinate with global offices to ensure service continuity.

Required profile

• Commercial education or a degree in Business Administration, Customer Operations or a related field.
• Several years of experience in Customer Service, Sales Administration or Customer Operations, preferably in an international setting.
• Minimum 3 years of people‑management experience within a French business context.
• Fluency in French and English, both written and spoken.
• Willingness to travel occasionally (≈10%).

Required skills

• Strong experience with ERP systems, ideally Microsoft Dynamics 365 Finance & Operations.
• Advanced proficiency in Microsoft Office applications (Excel, Word, Outlook, PowerPoint).
• Experience using SharePoint.

What we offer

• Supplementary health insurance sponsored by the employer.
• Contribution toward public transportation costs.
• Flexible working model with up to two remote days per week.
• Financial contribution to sports club membership.
• Subsidized lunch program.