Customer Service Manager

ALS; Bengaluru; On-site; INR 800,000 - 1,100,000; Full time

Job summary

ALS in Bengaluru (Bangalore) seeks a Customer Service Manager to lead the customer service function for the Food Testing Laboratory. You will manage the complete customer journey from enquiry and quotation through sample receipt, testing coordination, reporting and invoicing.

You will act as the primary liaison between clients, sales, laboratory teams, and finance, ensuring timely communication, proactive follow-up, and high customer satisfaction.

Qualifications

• Experience leading customer service in a laboratory or similar setting.
• Ability to coordinate across departments and manage inquiries.
• Strong communication and documentation skills.

Responsibilities

• Lead end-to-end customer support from inquiry to invoicing.
• Coordinate sample registration and workflow across teams (customer service, sales, lab, finance).
• Mentor and train the customer service staff to improve efficiency and responsiveness.
• Ensure timely, accurate communication with clients and records of commitments.

Skills

Customer service

Communication

Coordination

Team leadership

Job description

At ALS, we encourage you to dream big.

When you join us, you’ll be part of a global team harnessing the power of scientific testing and data-driven insights to build a healthier future.

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