Minimum of 2 years of experience in customer service, preferably in a reputed organization. Please refer to the job advert for further information.
Customer Service Executive
Alumex PLC
Established in 1988, Alumex PLC is a subsidiary of Hayleys PLC and has been a leading force in Sri Lanka's aluminum industry. Our manufacturing facilities are located at the Lindel Industrial Estate in Sapugaskanda, Makola and Minuwangoda Road Ekala. Alumex specializes in the development and production of aluminum extrusions, serving a diverse range of applications.
Our unwavering commitment to excellence has positioned us as the market leader, distinguished by our exceptional product range. We are proud to hold licenses for manufacturing Aluminum Profiles for global brands and have earned ISO 9001:2015 and SLSI certifications, attesting to our commitment to quality.
In the dynamic landscape of Sri Lanka's construction industry, Alumex has emerged as a fast-growing corporate entity. We are now poised for further expansion, both locally and beyond. We are currently inviting applications from qualified candidates to join our team and fill the following vacancy our manufacturing facility at Sapugaskanda.
Job Summary:
The Customer Service Executive will play a key role in delivering exceptional customer service by ensuring timely and accurate responses to customer inquiries, efficient resolution of issues, and maintaining high levels of customer satisfaction. This position reports to the Manager - Customer Service Excellence and requires a proactive individual who can effectively coordinate with internal teams while supporting business objectives and service excellence standards
The main job functions of this position will include:
- Customer Interaction: Act as the primary point of contact for customers, ensuring professional, timely, and accurate communication at all times.
- Issue Resolution: Handle customer inquiries, complaints, and service requests efficiently to ensure first contact resolution and high customer satisfaction.
- Order & Service Coordination: Coordinate with Sales, Production, Logistics, and Finance teams to ensure smooth order processing, on-time delivery, and accurate documentation.
- Customer Relationship Management: Build and maintain strong relationships with customers, dealers, and stakeholders to enhance customer retention and loyalty.
- Process Efficiency: Utilize ERP/CRM systems effectively to manage customer interactions, minimize errors, and improve service delivery timelines.
- Performance & Reporting: Monitor service KPIs, prepare reports, and contribute ideas to improve operational efficiency and service standards.
- Continuous Improvement: Gather and analyze customer feedback, identify improvement areas, and support implementation of process enhancements.
- Compliance & Documentation: Ensure adherence to company policies, service protocols, and proper documentation practices.
The suitable candidate should possess:
- Minimum of 2 years of experience in customer service, preferably in a reputed organization.
- GCE A/L qualification with part qualification in CIM/SLIM or an equivalent professional qualification (a degree from a recognized university will be an added advantage).
- Sound knowledge of ERP/CRM systems and good computer literacy (MS Office).
- Strong communication and interpersonal skills with a customer-focused mindset.
- Excellent problem-solving and decision-making abilities.
- Ability to work collaboratively with cross-functional teams and manage multiple tasks efficiently.
We seek a dedicated, result oriented young individual with good, communication skills, analytical skills and sound personal attributes.
The remuneration package for the above position is very competitive and the rewards are performance driven. Interested candidates are invited to apply for this position by clicking on the advertisement. Influencing will not have any bearing on the selection process, which is merit based. Hayleys is an Equal Opportunity Employer.
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