Customer Service Manager

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Customer Service Manager

Department: Food Testing Laboratory

Location: Bangalore

Reports to: Sales Director

Employment Type: Full-time

• Position Summary

The Customer Service Manager will lead the customer service function for the ALS Food Testing Laboratory and will be responsible for managing the complete customer journey—from enquiry and quotation through sample receipt, registration, testing coordination, reporting and invoice sharing.

The role will serve as the primary coordination point between clients, sales, laboratory teams, finance and other internal stakeholders. The position will ensure timely communication, effective follow-up, resolution of customer queries and smooth movement of samples through the laboratory workflow.

The Customer Service Manager will also lead, train and mentor the customer service team to improve operational efficiency, responsiveness and overall customer satisfaction.

• Key Responsibilities

A. End-to-End Customer Support

Manage customer requirements from initial enquiry through completion of testing and invoice submission.

Act as the key point of contact for clients regarding: Sample submission requirements

Test scope and service details

Sample status

Turnaround time

Test reports

Invoicing and commercial documentation

Ensure customers receive timely, accurate and professional responses.

Monitor customer requests and ensure appropriate follow-up until closure.

Maintain clear records of all client communications and commitments.

B. Sample Registration and Workflow Coordination

Coordinate the complete sample registration process, including: Receipt and verification of samples

Sample details and documentation

Chain-of-custody requirements

Tests requested

Special instructions

Sample condition and quantity

Ensure samples are registered accurately and promptly in the laboratory information management system or applicable internal system.

Follow up on missing information, documentation, approvals or payment requirements.

Monitor samples placed on hold and coordinate with clients and laboratory teams to clear them at the earliest opportunity.

Track sample progress from receipt through testing, technical review and report release.

Identify delays or workflow issues and escalate them to the appropriate stakeholders.

C. Coordination with Laboratory Teams

Liaise closely with laboratory teams to ensure testing is initiated and completed within the agreed turnaround time.

Follow up on pending analyses, technical clarifications, deviations and delayed results.

Coordinate responses to customer queries requiring laboratory or technical input.

Ensure client-specific requirements and special instructions are communicated accurately to the relevant laboratory personnel.

Support the laboratory in obtaining missing information or clarifications required to proceed with testing.

Escalate recurring operational issues and recommend corrective actions.

D. Coordination with Sales and Commercial Teams

Work closely with the sales team to ensure a smooth transition from enquiry to order execution.

Support sales colleagues with customer information, test requirements, sample status and operational updates.

Prepare and issue quotations based on client requirements, approved price lists and laboratory capabilities.

Coordinate with the laboratory and technical teams for non-routine or customised testing requirements.

Follow up with clients for quotation acceptance and purchase orders.

Ensure purchase orders are received on time and are aligned with the agreed quotation and scope of work.

Highlight potential commercial opportunities, additional testing requirements and scope expansion opportunities to the sales team.

E. Customer Enquiries and Business Development Support

Respond to new enquiries and coordinate internally to provide timely quotations and technical information.

Follow up with existing clients regarding upcoming testing requirements, repeat samples and new projects.

Proactively contact customers to understand their satisfaction, future needs and potential testing opportunities.

Capture and communicate customer feedback to management, sales and laboratory teams.

Identify opportunities for cross-selling and additional services, while ensuring that technical recommendations are appropriately validated.

Maintain strong and professional relationships with key customers.

F. Test Reports and Invoicing

Coordinate the timely release and sharing of approved test reports with clients.

Ensure reports are sent to the correct recipients and in accordance with client-specific requirements.

Coordinate report revisions, clarifications and amendments with the relevant laboratory or quality personnel.

Share invoices and related commercial documents with clients in a timely manner.

Follow up on billing information, invoice queries and supporting documentation.

Coordinate with finance and sales teams to resolve invoice-related issues.

G. Team Management and Development

Lead and manage the customer service team responsible for: Sample registration

Quotation preparation

Client communication

Sample follow-up

Report sharing

Invoice coordination

Hold-sample clearance

Customer query management

Allocate work effectively and monitor individual and team performance.

Establish clear processes, responsibilities and service-level expectations.

Train and mentor team members on: Customer communication

Laboratory workflows

Sample registration

Quotation preparation

Use of internal systems

Escalation procedures

Documentation and data accuracy

Conduct regular reviews, coaching sessions and knowledge-sharing activities.

Identify training needs and support the professional development of team members.

Promote a customer-focused, collaborative and accountable work culture.

Ensure adequate backup and continuity for critical customer service activities.

H. Quality, Compliance and Process Improvement

Ensure customer service activities comply with ALS procedures, quality requirements and applicable laboratory accreditation standards.

Maintain accurate and complete records relating to samples, quotations, purchase orders, customer communications and reports.

Support the investigation and resolution of customer complaints and service deviations.

Participate in corrective and preventive action activities where required.

Monitor recurring customer service issues and identify opportunities for process improvement.

Develop and maintain work instructions, checklists, templates and service trackers.

Support internal audits and management reviews when required.

Promote a culture of accuracy, confidentiality and continuous improvement.

• Key Performance Indicators

The performance of the Customer Service Manager may be measured against:

Customer satisfaction and feedback scores

Response time to customer enquiries

Quotation turnaround time

Purchase order follow-up and conversion

Sample registration accuracy and turnaround time

Number and ageing of samples on hold

On-time report release

On-time invoice sharing

Resolution time for customer queries and complaints

Adherence to agreed turnaround times

Reduction in registration, quotation and communication errors

Repeat business and additional testing opportunities

Team productivity and performance

Completion of team training and competency development

• Required Qualifications and Experience

Bachelor’s degree in Food Science, Microbiology, Chemistry, Biotechnology, Business Administration or a related discipline.

Experience in customer service, laboratory coordination, food testing, environmental testing, technical services or a similar customer-facing laboratory environment.

Previous experience managing or supervising a customer service, sample coordination or laboratory support team.

Understanding of laboratory workflows, sample registration and test-reporting processes.

Experience in preparing quotations and managing purchase orders is preferred.

Experience working with a Laboratory Information Management System or similar business system is desirable.

Knowledge of food testing services, laboratory terminology and testing requirements will be an advantage.

Experience in an ISO/IEC 17025-accredited laboratory environment is preferred.

• Required Skills and Competencies

Strong customer-service orientation

Excellent written and verbal communication skills

Strong coordination and follow-up abilities

Good understanding of prioritisation and task management

Ability to manage multiple customers, samples and deadlines simultaneously

Strong problem-solving and escalation-management skills

Good commercial awareness

Accuracy and attention to detail

Ability to interpret customer requirements and communicate them clearly to technical teams

Proficiency in Microsoft Office, particularly Excel and Outlook

Experience with CRM, LIMS or sample-management systems

Ability to lead, coach and motivate a team

Professional, responsive and solution-oriented approach

Ability to work effectively under pressure

High level of confidentiality and integrity

• Key Relationships

The Customer Service Manager will work closely with:

Clients and customer representatives

Sales and business development teams

Laboratory and technical teams

Sample receiving and registration personnel

Quality assurance and quality control teams

Finance and credit-control teams

Operations and management teams

• Expected Behavioural Attributes

The successful candidate should:

Take ownership of customer requirements from initiation to closure.

Demonstrate a proactive approach to follow-up and issue resolution.

Build trust through timely, accurate and transparent communication.

Remain calm and professional when managing urgent or complex customer requirements.

Encourage teamwork and collaboration across departments.

Focus on continuous improvement and customer satisfaction.

Balance customer needs with laboratory capabilities, quality requirements and commercial controls.

Role Objective

To deliver a responsive, accurate and seamless customer experience by effectively coordinating customers, sales, laboratory operations and finance, while leading a high-performing customer service team and continuously improving service quality.

Working at ALS

The ALS team is a diverse and dedicated community united by our passion to make a difference in the world.

Our values are important to us, and shape how we work, how we treat each other and how we recognise excellence.

At ALS, you’ll be supported to develop new skills and reach your full potential. We invest in our people with programs and opportunities that help you build a diverse career with us.

We want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the planet and our communities.

Everyone Matters

ALS is proud to be an equal opportunity employer and is committed to fostering an inclusive work environment where the strengths and perspectives of each employee are both recognised and valued.

ALS also welcomes applications from people with all levels of ability. Reasonable adjustments to support candidates throughout the recruitment process are available upon request.

To be eligible to work at ALS you must be a Citizen or Permanent Resident of the country you are applying for, or either hold or be able to obtain, a valid working visa.

Please apply on-line and provide a resume & cover letter that best demonstrate your motivation and ability to meet the requirements of this role.