Customer Relations Division Manager

The Customer Relations Manager is responsible for managing client relationships for agri-food laboratory testing services. The role ensures high customer satisfaction by coordinating sample testing, communicating results, resolving customer issues, and supporting business growth while maintaining compliance with food safety and laboratory accreditation standards.

Key Responsibilities

• Develop and maintain strong relationships with clients in agriculture, food processing, export/import, and regulatory sectors.
• Act as the primary point of contact for customer inquiries related to food, feed, soil, water, and agricultural product testing.
• Coordinate with laboratory teams to ensure timely testing, reporting, and sample handling.
• Explain test scopes, methodologies, turnaround times, and laboratory reports to customers.
• Support customers in selecting appropriate tests based on regulatory and quality requirements.
• Handle customer complaints, non-conformities, and service issues professionally.
• Follow up corrective actions in coordination with quality and technical teams.
• Ensure customer feedback is documented and used for service improvement.
• Prepare quotations, service agreements, and contracts for laboratory testing services.
• Support marketing and business development initiatives for new testing parameters and services.
• Identify opportunities for repeat business and long-term service agreements.
• Ensure all customer interactions align with ISO/IEC 17025, food safety regulations, and laboratory quality policies.
• Support audits by providing customer-related documentation and records.
• Promote ethical, transparent, and compliant laboratory services.
• Maintain accurate customer records, service requests, and communication logs.
• Prepare customer performance and satisfaction reports for management review.
• Monitor key performance indicators (KPIs) related to customer

• BSc/BA in Chemistry, Food Science, , Biology, Marketing, Management or related field.
• Minimum 6–8 years of experience in agri-food laboratory services, customer relations, or technical sales.
• Knowledge of food safety standards, export requirements, and laboratory testing processes