Customer Support Manager - Eurofins Environment Testing - Carrollton, TX

Carrollton, TX, USA

Full-time

Eurofins Scientific is a network of independent companies providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.

Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

With more than 20 U.S. locations, Eurofins Built Environment Testing offers Industrial Hygiene (IH) and Indoor Air Quality (IAQ) services to protect health in built environments. Clients include consultants, industry, real estate, healthcare, government, and homeowners.

Services cover a wide range of tests, including asbestos (PLM/TEM), mold, bacteria, VOCs, allergens, Legionella, radon, lead, silica, and more.

This position will be responsible for all customer service operations in our Radon and Mold business. Customer service consists of a team of three to five employees who handle all customer interactions. This includes high-importance account as well as standard accounts.

Customer service operates in an in-house call center to address customer needs related to our direct-to-consumer (DTC) product lines. The department also supports business-to-business (B2B) sales and support. The department also processes all inbound mail, executes marketing activities, onboards new clients and finalizes sales, and handles most DTC and B2B outbound shipments.

The position is Monday to Friday, 8:00 AM to 5:00 PM. Regular work schedule out of these hours is not expected, but may occasionally become necessary.

• Oversee all daily customer service operations.
• Support the team's daily operations and workflow. Sets employee schedules and duties based on current business needs.
• Ensure high-quality support is provided to high-value clients, including large businesses and consulting firms.
• Assist team members in resolving difficult, complex, or unusual customer issues.
• Address escalated customer concerns and resolve service-related issues with dissatisfied customers.
• Conduct employee performance reviews and establish performance goals.
• Support employee development, growth, engagement, and retention initiatives.
• Submit recommendations regarding staffing levels, wage adjustments, and promotions to the Technical Director.
• Ensure employees adhere to Standard Operating Procedures (SOPs) and meet all quality, compliance, and ethical requirements.
• Support and enforce departmental standards and directives established by the Technical Director.
• Perform other duties and responsibilities as assigned.

• Associate’s or Bachelor’s degree preferred.
• High school diploma or equivalent required.
• Minimum of two (2) years of laboratory experience.
• Minimum of one (1) year of supervisory, management, or team lead experience.
• Experience interacting directly with customers and providing customer support.
• Experience with in the Testing, Inspection, and Certification (TIC) industry preferred.
• Authorization to work in the United States indefinitely without restriction or sponsorship
• Professional working proficiency in English is a requirement, including the ability to read, write and speak in English

• Strong leadership and team management skills.
• Demonstrated commitment to continuous improvement and operational…