Customer Support Manager - Eurofins Environment Testing - Carrollton, TX

Customer Support Manager - Eurofins Environment Testing - Carrollton, TX 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. Job Description 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. Essential Duties & Responsibilities: 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. Qualifications 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 within 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 Knowledge, Skills & Abilities Strong leadership and team management skills. Demonstrated commitment to continuous improvement and operational excellence. Dedication to exceeding customer service expectations. Proactive approach to identifying, addressing, and resolving problems. Strong decision-making and problem-solving abilities. Excellent interpersonal and communication skills. Ability to effectively support, motivate, and develop team members. Strong organizational and time management skills. Ability to work collaboratively in a fast-paced environment while maintaining quality standards. Additional Information 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. Compensation: $60,000 - $90,000 annually (DOE). Candidates within a commutable distance to Carrollton, TX are encouraged to apply. Eurofins Environment Testing (USA) provides a compensation range for informational purposes, the actual base compensation may vary based upon, but not limited to, relevant experience and skill set, base compensation of internal peers, business sector, and geographic location. As a Eurofins employee, you will become part of a company that has received national recognition as a great place to work. We offer excellent full-time benefits including comprehensive medical coverage, life and disability insurance, 401(k) with company match, paid holidays, paid time off, and dental and vision options. We support your development! Do you feel you don't match 100% of the requirements? Don't hesitate to apply anyway! Eurofins companies are committed to supporting your career development. We embrace diversity! Eurofins network of companies believe in strength and innovation through diversity, being an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique. Sustainability matters to us! At Eurofins, we believe sustainability is at the heart of everything we do. Guided by our vision to be the Global Leader in "Testing for Life," our mission to contribute to a healthier and safer world, and our core values, we are building a strong foundation for Environmental, Social, and Governance (ESG) initiatives. Eurofins' commitment to sustainability begins within our own companies through a shared responsibility to people and the planet. With climate change posing an imminent threat, Eurofins and its many companies recognize their duty to proactively reduce or offset the environmental impact of essential operations while also helping our clients do the sameserving as a true ESG Enabler.