长沙招聘

职位描述：
POSITION SUMMARY:

The Tier I SSC Customer Service Sr. Representative serves as the point of contact for the HR Shared Service Center (SSC) within APAC. The Customer Service Representative (CSR) is responsible for receiving, routing, resolving, and properly closing all Rockwell Automation HR inquiries within their specialty or assignment in an accurate and timely manner. The CSR partners with their Team Lead to regularly review performance outcomes against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs); identify areas of individual and team professional development. Interacts cross functionally with SSC, Centers of Expertise (COEs) and HR Business Partners (HRBPs), Human Resources Information Systems (HRIS) and various departments within Rockwell Automation to ensure handoffs, communication and interactions are customer focused, seamless and delivered with high quality.

Serves as the first point of contact when employees and managers contact the SSC; resolving a multitude of inquiries and routing specialty questions to Tier II Specialists, HRBPs or COEs. Assists employees and managers navigate through the HR Renewal, SAP and/or other HR Systems (i.e. Compensation, Learning, Performance Management, Recruitment, Succession Planning and Talent Management). Provides data entry support when employees are unable to complete activities through the self-service portal (i.e. deposit enrollment, life events, general deductions, and personal data changes). Guides employees and managers to general HR policies and procedural manual. Fulfills employment verification and document management requests. Resolves inquiries and overall tickets through HR Employee Interaction Center.

? Maintains global call center service level expectations and works in continuous improvement projects to enhance customer experience
? Receives, routes, resolves, and properly closes all RA HR inquiries within their specialty or assignment in an accurate and timely manner
? Handles escalated calls and provides a proper solution separating the “people” from the “problem” by getting an understanding of the problem, the impact of this on the customer and what was offered already
? Provides training to the HR Representatives related to SLAs, customer service best practices and is able to share data’s insights with the team
? Collaborates with appropriate SSC leadership/staff, COEs, HRBPs, HRIS, or third parties to resolve complex inquiries or transactions
? Accurately enters data into appropriate computer applications/databases
? Uses the Employee Interaction Center tool to accurately capture, track, and follow-up on inquiries; entries used to monitor KPI trends, track performance, provide feedback, and improve quality
? Participates in system testing and identification of system and user-interface issues; provides feedback to SSC leadership and HRIS
? Performs daily review of open case cues to ensure inquiries/requests are being assigned, resolved and closed properly and in a timely manner

MINIMUM REQUIREMENTS:
? Bachelor’s degree in Business Administration, Human Resources or related field.
? 3 years of call center or 3 years HR Representative Experiences in HR Operations and/or Global Employee Relations.
? At least 2 years work experience in MNC
? Experience handling highly confidential and sensitive information.
? Interacts daily with peers and customers (typically internal) to exchange or present factual information. Builds stable working relationships internally
? Experience with HRIS systems.
? Proficiency Microsoft Office suite.


DESIRED REQUIREMENTS:
? Three years of HR experience in any of the following areas: Global Payroll, HR Generalist, Employee Services, Compensation, HR services and call centers, document and records management, and/or HR data and systems.
? SAP Human Capital Management experience
? MNC Working experiences
? Ability to work with complex processes and systems
? Previous experience working in a HR Shared Services and an Outsourced Delivery model.
? Proficient in English 举报 分享

　　罗克韦尔自动化(NYSE:ROK)是全球领先的专门从事工业自动化与信息技术领域的企业之一，致力于帮助其客户提高生产力并推动世界实现可持续发展。罗克韦尔自动化公司总部位于威斯康星州密尔沃基，员工总数约为 23,000人，客户遍布全球80多个国家/地区。
　　1988年罗克韦尔自动化进入中国，在国内有2000多名雇员，并设有五个培训中心，一个研发中心，一个软件开发中心，三个OEM中心，两个生产基地。
　　罗克韦尔自动化集成控制和信息平台是制造业实现智能、安全和可持续生产的的基础。它帮助制造业利用互联企业实现未来智能制造愿景，提高决策水平和国际竞争力。
　　“罗克韦尔自动化与中国大学共勉”项目开始于1998年，和国内70多所高校合作建立联合实验室，累计捐赠2.56亿人民币的设备、奖学和奖教金。该项目在持续不断地进行中。