Customer Service Supervisor - Environmental Lab

Description

At SPL, the work you do matters. Our teams provide trusted energy and environmental testing and measurement solutions that protect communities, support critical infrastructure, and safeguard the environment. With a nationwide footprint and opportunities for growth across multiple locations and disciplines, SPL is a place where you can build a career while making a real-world impact.

We're seeking an experienced Customer Service Supervisor to lead client support operations, develop a high-performing team, and strengthen service delivery for our environmental laboratory located in Round Rock, TX.

This is an excellent opportunity for a customer-focused leader to oversee daily client service operations, resolve complex concerns, improve workflows, and coordinate effectively across clients, field teams, lab operations, and internal departments.

What You'll Do

• Lead, coach, and develop client services staff, including work assignments, priorities, performance, and training 
• Oversee daily client service activities to ensure inquiries, requests, project requirements, and deliverables are handled accurately, professionally, and on schedule
• Serve as a primary client contact and provide guidance regarding service options, project planning, compliance requirements, and departmental capabilities
• Guide the resolution of client concerns and escalations, ensuring timely follow-through and effective communication
• Coordinate field-related activities as needed, including scheduling, permit review, and chain-of-custody documentation 
• Monitor workflow and review reports, quotes, invoices, and other client-facing documentation for accuracy and compliance 
• Ensure compliance with SOPs, regulatory requirements, documentation controls, and quality-system expectations
• Track performance, identify service or operational gaps, and implement improvements with leadership 
• Support the implementation and effective use of systems, tools, processes, and initiatives that enhance client service operations.
• Review client invoices and support payment processing, aging review, customer follow-up, purchase-order reconciliation, and related administrative activities
• Assist with recruiting, onboarding, training, staffing, and succession planning efforts 
• Perform other duties as assigned

Requirements

What We're Looking For

• Bachelor’s degree in Science, Business, or relevant discipline; equivalent combination of education and experience may be considered in lieu of degree
• 5+ years of customer service or project coordination experience within technical, laboratory, or service-based environments 
• 2+ years of experience supervising or leading customer service teams, including coaching, development, and workflow coordination
• Working knowledge of laboratory operations, environmental testing, chain-of-custody requirements, quality systems, and regulatory processes strongly preferred
• Proficiency in Microsoft Office Suite and and client service systems, including LIMS and CRM 
• Strong problem-solving and process-improvement skills, with the ability to manage competing priorities in a fast-paced environment 

What We Offer

• Competitive compensation
• Medical, dental, and vision coverage
• 401(k) with company match
• Employer-paid life, AD&D, and disability insurance
• Paid time off, sick leave, and paid holidays
• Paid parental leave
• Employee Assistance Program (EAP)
• Tuition reimbursement and professional development support

Work Schedule & Travel

• Full-time position with flexibility to provide after-hours support as needed for urgent client or internal needs 
• Occasional local or overnight travel may be required for client visits, meetings, or training activities

Our Commitment to Diversity & Inclusion

At SPL, we believe that a diverse team is a strong team. We are proud to be an equal opportunity employer, committed to creating an inclusive environment where all employees can thrive. We make all employment decisions based on qualifications, merit, and business needs, without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other legally protected characteristic. We are also committed to providing reasonable accommodations to applicants and employees with disabilities or for sincerely held religious beliefs, in accordance with applicable laws. If you need assistance or an accommodation during the application process, please let us know.

Visa Sponsorship

At this time, SPL is not able to offer visa sponsorship for this position. We sincerely appreciate your interest and understanding, and we encourage you to explore other opportunities with us that may be a fit in the future.