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.
Requirements
- 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%).
Benefits
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.
Questions about the application process or this opportunity?
Please contact our Human Resources team at [email protected].