Customer Service Manager

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Customer Service Manager

Department: Food Testing Laboratory

Location: Bangalore
Reports to: Sales Director
Employment Type: Full-time

1. 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.

2. 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.

3. 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

4. Required Qualifications and Experience

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

• Experience