Associate Hr Service Center

Title: Associate HR Service Center
Location: Kennewick, WA
About Lamb Weston
Lamb Weston is a leading supplier of frozen potato, sweet potato, appetizer and vegetable products to restaurants and retailers around the world. For more than 60 years, we've produced innovative, inventive products that make life better for our customers and their customers.
Job Description Summary
This role is an integral part of the Lamb Weston HR HUB Team. The right candidate will provide employees with an exemplary customer centric experience resulting in the highest level of customer satisfaction across all inbound/outbound communication channels (i.e., phone, email, chat, etc.). The primary purpose of the role is to ensure timely, accurate resolution to inquiries and requests for assistance across all HR Functions (i.e., benefits, compensation, data management, leave of absence, payroll, etc.)
As the first point of contact, the right candidate will be supporting and solving Lamb Weston employees' Human Resources related requests through systematic, standardized processes and procedures in alignment with company policies and within a predefined set of Service Level Agreements.
Job Description

• Provide exemplary customer centric experience
• Provide direction and appropriate guidance to employees at all levels of the company regarding Company-wide policies and procedures.
• Utilizing systems (Telephony, ServiceNow, Workday) to accept, transfer and complete team member inquiries in a systematic manner by authenticating the member, establishing rapport, and asking probing, open ended questions to capture the essence of the request while ensuring minimal hold and dead airtime.
• Creating cases in Case Management Tracking system:
  • Ensuring categorization, priority and sensitivity level are in line with Case Management Business Rules and routing for efficient and timely resolution
  • Ensuring detailed case notes are clear, concise with necessary detail to minimize call back and further customer engagement.
• Demonstrating ownership of the customer experience, managing service and resolution expectations:
  • Initiate and resolve queries within the Service Level Agreement (SLA) established by Management
  • Meet or exceed an overall customer satisfaction rating as defined by the Service Center Management
  • Follow all standard operating procedures.
• Responsible for timely and accurate response to employee queries.
• Collaborate across HR HUB Teams, HR Centers of Excellence such as Compensation, Talent, Benefits, Payroll, HRIS, etc., Business Partners and HR Management System (HRMS).
• Supporting HR Business Partners and other HR function areas in HRMS (Workday) administration including processes such as (and not limited to) new hires, promotions, transfers, terminations, job postings, employee file management, etc.
• Performing onboarding activities for new hires such as, I-9 processing, benefit and 401(k) enrollment information, etc.
• Maintaining data integrity and accuracy when adding, editing, or removing any data elements across various HR technology platforms.
• Proactively strive for continuous improvement and process optimization across HR HUB to reduce or minimize data errors.
• Using HR HUB metrics and reporting in daily work.
• Participating in data audits, identifying common themes in audit outcomes, and ensuring compliance.
• Performing other job-related duties as assigned

Skills

• Excellent customer service, interpersonal and conflict management skills
• Calm, composed demeanor to de-escalate situations involving dissatisfied customers
• Demonstrated empathy and care when resolving customers inquiries
• Open, customer centric mindset with strong listening skills
• Work well under pressure and tight deadlines
• Detail oriented and able to multitask
• Strong verbal and written communication skills
• Strong problem solving and organizational skills
• Professional attitude, prompt and accurate with all assignments
• Punctual, good attendance and able to work overtime when needed

Basic & Preferred Qualifications

• Associates degree, certification in Customer Service, Business Administration, or Human Resources or equivalent work experience
• Prior experience with HR management systems
• Prior customer service experience required
• Experience with Workday a plus
• Skilled in use of multiple technology solutions to include Windows, MS Office (Word, Excel etc.) and Web applications
• Technically inclined and able to learn new systems
• Demonstrate the highest levels of integrity in managing confidential information appropriately required
• Fluency required in written/spoken English
• Fluency in written/spoken Spanish preferred

Physical Environment/ Demands:

• Most work is performed in a temperature-controlled office environment
• Incumbent may sit for long periods of time at desk or computer terminal
• Candidates must be open to working 8-hour shifts that cover Monday-Friday, 7:00 AM - 7:00 PM
• Incumbent may use calculators, keyboards, telephone, and other office equipment during normal workday.
• Stooping, bending, twisting, and reaching may be required in completion of job duties
• Occasional travel (less than 10%) may be required.

Industry-Competitive Benefits
Coupled with our compensation and bonus incentive programs, our benefits deliver rewards that are market competitive. Some of the most attractive elements of our benefit programs include:

• Health Insurance Benefits - Medical, Dental, Vision
  
• Flexible Spending Accounts for Health and Dependent Care, and Health Reimbursement Accounts
  
• Well-being programs including companywide events and a wellness incentive program
  
• Paid Time Off
  
• Financial Wellness - Industry leading 401(k) plan with generous company contributions, Financial Planning Services, Employee Stock purchase program, and Health Savings Accounts, Life and Accident insurance
  
• Family-Friendly Employee events
  
• Employee Assistance Program services - mental health and other concierge type services
  

Benefits may vary based on location, job role/level, job status, and/or the terms of any applicable collective bargaining agreements.
Job Requisition ID: Req-232228
Time Type: Full time
In compliance with applicable state and local laws, Lamb Weston has opted to include a reasonable estimate of the compensation for this role. This compensation is specific to this position and takes into account a number of variables. Actual compensation may be higher or lower in the range posted based on various factors, including, but not limited to, job duties, experience and expertise. A candidate's work location could also impact the actual compensation being outside of the range to reflect local cost of labor. A reasonable annual estimate of the range for this role based on the variables previously mentioned is: $45,560.00 - $68,340.00
Lamb Weston is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status or any other protected factor under federal, state or local law