Thorlabs

Operations

• Manages the team dedicated to the product line including but not limited to:
• Procurement of raw materials and consumables needed to support research, development, and production.
• Maintenance of the Glass Shop including Lathe, polishing, vacuum system and cutting tools
• Production of existing products and customs orders (specials)
• New product introduction (several projects at one time).
• Responsible for developing a portfolio/market level product line plan and to solicit approval from the engineering manager and MBU leader to implement the plan
• Designs new products from existing ideas, and helps team to develop new ideas based on industry experience and contact with customers and prospects
• Continuously works to create faster paths to market with new products
• Responsible for entire product life cycle.
• Serves as the internal and external point of contact for your product offering, occasionally working with the sales channel and key customers.
• Documents the product line including design, testing, manufacturing and quality control
• Works with marketing communications to define the go-to-market strategy, helping them understand the product positioning, key benefits, and target customer.
• Handles all changes and problems related to product assigned.
• Communicates with customers to understand the needs of the market, problems, and subsequently develop innovative solutions.
• Develops OEM opportunities.
• Expert Glass Blowing Skills and Knowledge of Glass

Scientific Glass Operations Manager

Call Center Representative

• Supervision and development of the Call Center staff to provide a quality front line customer service experience for Thorlabs customers.
• Focus on customer centricity ensuring this permeates throughout department.
• Lead and mentor CSRs to achieve individual and team-wide performance objectives.
• Help the team answer customer inquiries and provide an escalation path as needed.
• Keep the team informed of process changes, scheduling changes, etc. through team meetings.
• Ensure phone system is up and running and calls are being answered within 3 rings by operators and team members.
• Provide increased value in account set up by defining processes and information capture requirements to ensure accuracy in order processing and cleaner data within the ERP system.
• Support training needs of the Call Center team by helping develop and execute on trainings.
• Track KPIs and metrics to better understand team and individual performance and to drive behavior to improve customer experience.
• Communicate effectively with customers and team members to address concerns, share updates, and ensure a smooth workflow.
• Liaise with Export Compliance, Distribution, and other necessary departments to legally and procedurally provide best service to customer and best outcome for Thorlabs.
• Train staff on import/export guidelines and procedures.
• Keep abreast of changing guidelines, processes, and laws as they relate to the customer service function in the process.
• Interface with all customer-facing and essential back-end departments to maintain effective and efficient customer order workflow.

Call Center Supervisor

Procurement

• Develop and implement a future-proof, sustainable procurement strategy
• Provide both functional and disciplinary leadership and drive targeted development of operational and strategic procurement teams
• Establish, evaluate and continuously improve efficient supplier structures
• Implement and manage dual- and multiple-sourcing strategies to minimize risk
• Digitalize procurement and enable data-driven management using modern tools and systems
• Optimize procurement processes in close collaboration with production and supply chain planning

Head of Procurement

Controller

• Perform daily invoice runs, monitor invoice run set ups, adjust according to requirements
• Ensure invoices are delivered to the customers on a timely basis using the agreed method: email, E-invoicing (EDI) or external web platforms.
• Correct invoicing errors by raising credit notes and re-issuing invoices. Perform root cause analysis and propose corrective actions in order to prevent reoccurrence of similar errors
• Participate in cross functional team meetings (sales, RMA, OEM, other) to ensure highest invoicing accuracy and low past due ratio.
• Credit check new customers seeking trade settlement terms, propose and maintain credit limits. Document existing credit terms approval process, evaluate for effectiveness and implement best practices. Provide training to departments interfacing with the customers
• Monitor the aged debtors reports and contact customers to ensure timely payment of invoices by resolving any queries which are delaying invoice settlement. Liaise with the Sales, RMA, and other Thorlabs entities as necessary.
• Process daily cash postings ensuring timely and accurate application against outstanding invoices
• Releasing customer account statements on an agreed frequency.
• Request refunds to be processed when the customer accounts are in credit
• Anticipate developments and identify accounts that may require special attention and act decisively to resolve difficulties, consulting management where appropriate. Negotiate favourable payment plans if customers are in financial difficulties and unable to pay all past dues
• Act as a lead point of contact between Paris sales team and other accounts team members involved with France office accounting activities
• Responsible for closing of sales ledger and reconciliation against GL Control Accounts
• Maintain pro forma invoices log, capture payments received and invoices issued
• Other ad-hoc invoicing/bookings reporting as requested by management

French Speaking Credit Controller

Account Executive

• Serve as the primary point of contact for key accounts within the assigned region, ensuring consistent communication and relationship management.
• Coordinate, qualify, and manage incoming leads to drive regional growth.
• Develop sales opportunities by prospecting, researching, and identifying potential new accounts to achieve revenue goals.
• Maintain and update CRM data, including leads, opportunities, sales campaigns, and customer follow-ups.
• Collaborate with internal teams to support the deployment of targeted sales campaigns.
• Support volume pricing requests and ensure timely responses to customer needs.
• Communicate Thorlabs’ services, brand identity, and tailored solutions effectively.
• Promote and manage the New Lab Program by qualifying leads and supporting onboarding of new accounts.
• Enhance customer experience and provide E-Procurement solutions.
• Collaborate with the sales admin team to support quotes and order escalations.
• Travel to university campuses and government labs for customer visits and relationship development as needed.

Scientific Glass Operations Manager

Call Center Supervisor

Head of Procurement

French Speaking Credit Controller

Inside Sales Representative