Title: Associate HR Service Center - Bilingual English/Spanish
Location: Kennewick, WA
About Lamb Weston
We love making fries almost as much as you like eating them! Since the 1950's, Lamb Weston has inspired customers with food they love, trust, and share with families and friends. As a leading global manufacturer of quality frozen potato products with over 10,000+ team members around the world, it's our business to see the possibilities in potatoes and people.
We are looking for team members with an appetite for a challenge! People who are hungry to join a winning team and help us make a difference in the world. When you join Lamb Weston, you join a community with a strong support network and training programs designed to nurture, inspire, and help you grow.
We are driven by a relentless pursuit of results and by people who think creatively and embrace our values of: Integrity, Teamwork, Inclusion, Drive for Results, and Empowerment. Exactly what you'd expect from the most inventive potato company in the world!
Join Lamb Weston! We bring the world together with our fries.
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
Reviewing to ensure any cases that were previously closed did not get reopened and working closely to resolve asap
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
Basic & Preferred Qualifications
Associate degree or certification in Customer Service, Business Administration, or Human Resources preferred
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 required in written/spoken Spanish
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
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-255676
Time Type: Full time
Anticipated Close Date: 11/15/2024
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: $46,930.00 - $70,390.00
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
