{"id":1102912,"url":"https://alion.io/job/eurofins-scientific-client-services-supervisor","title":"Client Services Supervisor","company":{"id":3643,"name":"Eurofins Scientific","domain":"eurofins.com","url":"https://alion.io/company/eurofins","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":302,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-09-27T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fairfield, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":null,"max":52000,"currency":"USD","period":"year","gross":null,"usd_annual":52000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-21T19:53:04Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-09-27T17:34:36Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"DNA Diagnostics Center is the world leader in DNA relationship testing, processing over one million DNA samples from customers all over the world. Our broad portfolio of products includes our Paternity, Immigration, and other DNA Relationship services for consumers, government agencies, healthcare providers, and legal professionals; PeekabooTM Early Gender DNA Test for expecting mothers; SpermCheck fertility and vasectomy test; and Pets & Vets DNA testing for breeders and pet enthusiasts. Our corporate headquarters, including our DNA testing laboratory, is based in Fairfield, OH in the greater Cincinnati Area. DDC is part of Eurofins, a global scientific company with over 950 laboratories in 60 countries and more than 65,000 employees.\n The Client Services Supervisor is a dynamic leader passionate about maximizing employee potential to improve client outcomes. Providing leadership and guidance over process and training within the contact center, the Client Service Supervisor advances impactful process improvements. They remove barriers for the Client Service team and set the tone for a high-performance culture that emphasizes quality and efficiency.\nOperating with accuracy and integrity, the Client Services Supervisor serves to anticipate and meet strategic customer and employee needs proactively. They work in conjunction with Client Service Representatives to ensure the successful delivery of services.\nEssential Duties & Responsibilities\nOwn the resolution of escalated client concerns in the form of calls, emails, faxes and chats.\nOversee and support assignment of daily work volume and re-allocation of resources to meet SLAs\nIdentify process bottlenecks and workflow inefficiencies, championing solutions that are approved by internal stakeholders and that are compliant with external regulations and requirements.\nEstablish subject matter expertise regarding roles/responsibilities of the Client Services team and intersections with other functional teams.\nMaintain extensive and accurate product and process knowledge by regularly communicating to understand needs and explain products.\nPartner with other supervisors to achieve KPIs through managing staffing, productivity, and efficiency.\nCreate and implement strategy around process communication, creating a culture of awareness, transparency, and continuous process improvement\nIdentify trends and assess department needs for training and standard operating procedures\nDevelop and maintain a strategy for contact center training, including delivery, content, and schedule for new hires and current employees requiring remedial training\nLead piloting of new channel, product, or systems initiatives while overseeing documentation of workflow and adoption within the contact center.\nProvide recommendations on how to maximize efficiency within the contact center.\nEngage in the interview and selection process and oversee new hire onboarding and assimilation.\nProvide effective feedback during annual appraisals, counseling and discipline, and recognition.\nOther duties as assigned or become evident\n Bachelor's degree or equivalent professional experience with demonstrated success in similar roles\nLeadership experience required\nStrong will to drive impactful change and continuously challenge the status quo\nExcellent interpersonal skills, creating a supportive work culture while compelling others to achieve\nStrong conflict resolution skills, including proactively identifying issues and advancing practical solutions\nStrong analytical skills, evaluating KPIs to form actionable insights and provide recommendations.\nStrong decision-making skills, setting a course of action despite changing variables\nDemonstrated ability to interact with and effectively present to senior leadership\nExcellent project management skills, managing multiple priorities and meeting established deadlines\nDemonstrated ability to build a collaborative culture and relationships with strategic partners\nHighly proficient in Microsoft Office and other computer software programs\nPhysical Requirements\nProlonged periods of sitting at a desk and working on a computer\nMust be able to lift up to 15 pounds at times.\nCommunicating with others to exchange information\n Compensation:\nStarting at $52k based on education and experience\nSchedule:\nM-F 8:30am-5:30pm\nWhat we offer:\nExcellent full time benefits including comprehensive medical coverage, dental, and vision options\nLife and disability insurance\n401(k) with company match\nPaid vacation and holidays\nEurofins USA Clinical Diagnostics is a Disabled and Veteran Equal Employment Opportunity employer.","description_format":"text","description_chars":4617,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["CRO & CDMO Services","Testing, Inspection & Certification","Medical Laboratories"],"lifecycle":[{"event":"open","at":"2026-09-22T01:50:02Z"}],"liveness":{"score":58,"band":"ok","label":"Likely open","p_open":1,"p_active":0.583,"p_room":1,"age_days":5,"expected_fill_days":21,"reasons":["conf:24","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-09-27T05:45:00Z"},"pay":{"stated_usd_annual":52000,"is_top_pay":false},"html_url":"https://alion.io/job/eurofins-scientific-client-services-supervisor","json_url":"https://alion.io/job/eurofins-scientific-client-services-supervisor.json","meta":{"generated_at":"2026-09-28T03:25:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2163,"day_limit":5000,"remaining_today":2837,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}