{"id":1307504,"url":"https://alion.io/job/als-customer-service-manager","title":"Customer Service Manager","company":{"id":449653,"name":"ALS","domain":"alsglobal.com","url":"https://alion.io/company/als-4","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":76,"open_postings":27,"ghost_share":0,"stale_share":0.963,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-09-28T05:45:00Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true},{"name":"Outlook","optional":true}],"status":"live","first_seen_at":"2026-09-26T14:23:28Z","employer_posted_date":"2026-09-26","last_verified_at":"2026-09-29T00:42:43Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"At ALS, we encourage you to dream big.\nWhen 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.\nCustomer Service Manager\nDepartment: Food Testing Laboratory\nLocation: Bangalore \nReports to: Sales Director\nEmployment Type: Full-time\n1. Position Summary\nThe 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.\nThe 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.\nThe Customer Service Manager will also lead, train and mentor the customer service team to improve operational efficiency, responsiveness and overall customer satisfaction.\n2. Key Responsibilities\nA. End-to-End Customer Support\nManage customer requirements from initial enquiry through completion of testing and invoice submission.\nAct as the key point of contact for clients regarding:Sample submission requirements\nTest scope and service details\nSample status\nTurnaround time\nTest reports\nInvoicing and commercial documentation\n\nEnsure customers receive timely, accurate and professional responses.\nMonitor customer requests and ensure appropriate follow-up until closure.\nMaintain clear records of all client communications and commitments.\nB. Sample Registration and Workflow Coordination\nCoordinate the complete sample registration process, including:Receipt and verification of samples\nSample details and documentation\nChain-of-custody requirements\nTests requested\nSpecial instructions\nSample condition and quantity\n\nEnsure samples are registered accurately and promptly in the laboratory information management system or applicable internal system.\nFollow up on missing information, documentation, approvals or payment requirements.\nMonitor samples placed on hold and coordinate with clients and laboratory teams to clear them at the earliest opportunity.\nTrack sample progress from receipt through testing, technical review and report release.\nIdentify delays or workflow issues and escalate them to the appropriate stakeholders.\nC. Coordination with Laboratory Teams\nLiaise closely with laboratory teams to ensure testing is initiated and completed within the agreed turnaround time.\nFollow up on pending analyses, technical clarifications, deviations and delayed results.\nCoordinate responses to customer queries requiring laboratory or technical input.\nEnsure client-specific requirements and special instructions are communicated accurately to the relevant laboratory personnel.\nSupport the laboratory in obtaining missing information or clarifications required to proceed with testing.\nEscalate recurring operational issues and recommend corrective actions.\nD. Coordination with Sales and Commercial Teams\nWork closely with the sales team to ensure a smooth transition from enquiry to order execution.\nSupport sales colleagues with customer information, test requirements, sample status and operational updates.\nPrepare and issue quotations based on client requirements, approved price lists and laboratory capabilities.\nCoordinate with the laboratory and technical teams for non-routine or customised testing requirements.\nFollow up with clients for quotation acceptance and purchase orders.\nEnsure purchase orders are received on time and are aligned with the agreed quotation and scope of work.\nHighlight potential commercial opportunities, additional testing requirements and scope expansion opportunities to the sales team.\nE. Customer Enquiries and Business Development Support\nRespond to new enquiries and coordinate internally to provide timely quotations and technical information.\nFollow up with existing clients regarding upcoming testing requirements, repeat samples and new projects.\nProactively contact customers to understand their satisfaction, future needs and potential testing opportunities.\nCapture and communicate customer feedback to management, sales and laboratory teams.\nIdentify opportunities for cross-selling and additional services, while ensuring that technical recommendations are appropriately validated.\nMaintain strong and professional relationships with key customers.\nF. Test Reports and Invoicing\nCoordinate the timely release and sharing of approved test reports with clients.\nEnsure reports are sent to the correct recipients and in accordance with client-specific requirements.\nCoordinate report revisions, clarifications and amendments with the relevant laboratory or quality personnel.\nShare invoices and related commercial documents with clients in a timely manner.\nFollow up on billing information, invoice queries and supporting documentation.\nCoordinate with finance and sales teams to resolve invoice-related issues.\nG. Team Management and Development\nLead and manage the customer service team responsible for:Sample registration\nQuotation preparation\nClient communication\nSample follow-up\nReport sharing\nInvoice coordination\nHold-sample clearance\nCustomer query management\n\nAllocate work effectively and monitor individual and team performance.\nEstablish clear processes, responsibilities and service-level expectations.\nTrain and mentor team members on:Customer communication\nLaboratory workflows\nSample registration\nQuotation preparation\nUse of internal systems\nEscalation procedures\nDocumentation and data accuracy\n\nConduct regular reviews, coaching sessions and knowledge-sharing activities.\nIdentify training needs and support the professional development of team members.\nPromote a customer-focused, collaborative and accountable work culture.\nEnsure adequate backup and continuity for critical customer service activities.\nH. Quality, Compliance and Process Improvement\nEnsure customer service activities comply with ALS procedures, quality requirements and applicable laboratory accreditation standards.\nMaintain accurate and complete records relating to samples, quotations, purchase orders, customer communications and reports.\nSupport the investigation and resolution of customer complaints and service deviations.\nParticipate in corrective and preventive action activities where required.\nMonitor recurring customer service issues and identify opportunities for process improvement.\nDevelop and maintain work instructions, checklists, templates and service trackers.\nSupport internal audits and management reviews when required.\nPromote a culture of accuracy, confidentiality and continuous improvement.\n3. Key Performance Indicators\nThe performance of the Customer Service Manager may be measured against:\nCustomer satisfaction and feedback scores\nResponse time to customer enquiries\nQuotation turnaround time\nPurchase order follow-up and conversion\nSample registration accuracy and turnaround time\nNumber and ageing of samples on hold\nOn-time report release\nOn-time invoice sharing\nResolution time for customer queries and complaints\nAdherence to agreed turnaround times\nReduction in registration, quotation and communication errors\nRepeat business and additional testing opportunities\nTeam productivity and performance\nCompletion of team training and competency development\n4. Required Qualifications and Experience\nBachelor’s degree in Food Science, Microbiology, Chemistry, Biotechnology, Business Administration or a related discipline.\nExperience in customer service, laboratory coordination, food testing, environmental testing, technical services or a similar customer-facing laboratory environment.\nPrevious experience managing or supervising a customer service, sample coordination or laboratory support team.\nUnderstanding of laboratory workflows, sample registration and test-reporting processes.\nExperience in preparing quotations and managing purchase orders is preferred.\nExperience working with a Laboratory Information Management System or similar business system is desirable.\nKnowledge of food testing services, laboratory terminology and testing requirements will be an advantage.\nExperience in an ISO/IEC 17025-accredited laboratory environment is preferred.\n5. Required Skills and Competencies\nStrong customer-service orientation\nExcellent written and verbal communication skills\nStrong coordination and follow-up abilities\nGood understanding of prioritisation and task management\nAbility to manage multiple customers, samples and deadlines simultaneously\nStrong problem-solving and escalation-management skills\nGood commercial awareness\nAccuracy and attention to detail\nAbility to interpret customer requirements and communicate them clearly to technical teams\nProficiency in Microsoft Office, particularly Excel and Outlook\nExperience with CRM, LIMS or sample-management systems\nAbility to lead, coach and motivate a team\nProfessional, responsive and solution-oriented approach\nAbility to work effectively under pressure\nHigh level of confidentiality and integrity\n6. Key Relationships\nThe Customer Service Manager will work closely with:\nClients and customer representatives\nSales and business development teams\nLaboratory and technical teams\nSample receiving and registration personnel\nQuality assurance and quality control teams\nFinance and credit-control teams\nOperations and management teams\n7. Expected Behavioural Attributes\nThe successful candidate should:\nTake ownership of customer requirements from initiation to closure.\nDemonstrate a proactive approach to follow-up and issue resolution.\nBuild trust through timely, accurate and transparent communication.\nRemain calm and professional when managing urgent or complex customer requirements.\nEncourage teamwork and collaboration across departments.\nFocus on continuous improvement and customer satisfaction.\nBalance customer needs with laboratory capabilities, quality requirements and commercial controls.\nRole Objective\nTo 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.\nWorking at ALS\nThe ALS team is a diverse and dedicated community united by our passion to make a difference in the world.\nOur values are important to us, and shape how we work, how we treat each other and how we recognise excellence.\nAt 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.\nWe want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the planet and our communities.\nEveryone Matters\nALS 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.\nALS also welcomes applications from people with all levels of ability. Reasonable adjustments to support candidates throughout the recruitment process are available upon request.\nEligibility\nTo 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.\nHow to apply\nPlease apply on-line and provide a resume & cover letter that best demonstrate your motivation and ability to meet the requirements of this role.","description_format":"text","description_chars":11646,"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":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Testing, Inspection & Certification","Medical Laboratories"],"lifecycle":[{"event":"open","at":"2026-09-26T14:23:28Z"}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":1,"expected_fill_days":28,"reasons":["conf:15","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-09-28T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/als-customer-service-manager","json_url":"https://alion.io/job/als-customer-service-manager.json","meta":{"generated_at":"2026-09-29T01:51:21Z","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":1536,"day_limit":5000,"remaining_today":3464,"minute_limit":60,"resets_at":"2026-09-30T00:00:00Z"}}}