Team Leader Customer Operations France (hfx)

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

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 .