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 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.
5. 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 custom