HR Specialist - Pipeline Development Program

Company Overview

Grounded by a history that is deeply rooted in innovation, Hexion is a global employer committed to building and protecting the future by producing innovative performance materials.  Our materials are the building blocks for critical industries, including construction, agriculture, energy, automotive, and infrastructure protection. Everywhere you look, you will find our materials and people at work to help customers make products that are stronger, safer, and cleaner. When you work for Hexion, you’ll join a team that is committed to operating safely and with integrity to build a more sustainable future for all, our associates, our customers, and the communities where we live and work.  

Position Overview

HR Specialists will satisfy customers by demonstrating a thorough knowledge of HR services, processes and policies across areas such as payroll, benefits, talent acquisition, onboarding, employee records, growth and development, leaves of absence, and exit management. In this role, HR Specialists are responsible for resolution of Tier 1 customer inquiries and requests entering HR via the HR case management tool, phone or email. HR Specialists are responsible for escalating customer inquiries requiring a deeper level of specialization, or more strategic level of service to the HR Process team, HR Field or HR Operations.  The Specialists are also responsible for SuccessFactors data entry and reporting and coordinating the absence management process. HR Specialists are responsible for identifying opportunities for proactive HR intervention based on customer intake trends.  This is an entry level position that can lead to growth opportunities within Human Resources.

Job Responsibilities

Core Activities:

• Answers and resolves Tier 1 HR Services inquiries and issues. Creates tickets for ALL work.
• Executes transactions within SuccessFactors, e.g. new hire, termination, employee records, leaves of absence, job changes, compensation changes, etc.)
• Escalates inquiries and issues requiring Tier 2 support from HR Processes or HR Services, and where needed, Tier 3 support from CoEs and/or HR Partnering/Operations
• Executes transactions and provides information to independently resolve customer inquiries / requests via phone, web and tickets
• Documents all requests / inquiries in the case management system
• Searches content in Knowledgebase and other HR tools to resolve customer requests / inquiries
• Informs customers of self-service HR resources and flags the need for self-service resources in cases where appropriate
• Conducts warm transfers to other HR team members as needed, sharing relevant details from cases and customer conversation
• Escalates client service issues and trends to HR Services leadership as needed (e.g., spike in benefits inquiries from payroll) 
• Consistently applies HR policies and state, general, and / or country laws and practices
• Completes offline activities in support of HR service delivery outside of customer intake activities
• Attends training and participates in continuous improvement measures as directed by HR Services leadership
• Demonstrates a baseline knowledge of HR standards, policies and processes across all HR areas in order to respond to customer inquiries and issues

Competencies

Future Focused

• Ability to constantly look for process improvements

Trust and Teamwork

• Ability to build and maintain strong relationships with our HR partners

Transformational Leadership

• Ability to work with velocity

Achieves Business Results

• Ability to focus on our internal and external customers 

Key Performance Indicators 

• Operational efficiency
• Quality of work
• Ability to take on New Assignments
• Ability to work in a faced environment

Minimum Qualifications

• Minimum of 2-3 years of experience in a customer service role.
• Strong organization skills and ability to manage time and workload efficiently and effectively
• Strong verbal and written communication skills
• Strong phone etiquette 
• Maturity in dealing with sensitive and confidential matters
• Proficiency with email, Internet Explorer, Excel and Word
• Ability to work independently and effectively in a team environment and willingness to step-up wherever needed
• Understanding the need to focus on what’s important and be proactive 
• Personal sense of urgency

Preferred Qualifications

• Previous experience working in an HR function 
• Working knowledge of SuccessFactors
• Working knowledge of a case management tool

Other

We are an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to gender, minority status, sexual orientation, gender identity, protected veteran status, status as a qualified individual with a disability or any characteristic protected by law.

In order to be considered for this position candidates are required to submit an application for employment through our career site, be at least 18 years of age, willing to take a drug test, submit to a background investigation as part of the selection process, as well as additional periodic background checks as required by the Chemical Facility Anti-Terrorism Standards (CFATS) or regulations adopted by the department of Homeland Security or other regulatory agencies.

Candidates are required to have unrestricted authorization to work in the United States.

If currently an employee of the Company, you must have current satisfactory work performance and in most cases, have been in your current role for 18 months.

Disclaimer: We are not accepting unsolicited assistance from search firms/employment agencies for this employment opportunity. Please, no phone calls or emails to any employee about this position. All resumes submitted by search firms/employment agencies to any employee of the Company via email, the Internet, or in any other form and/or method without a valid written search firm agreement in place for this position will be deemed the sole property of the Company; no fee will be paid in the event a candidate is hired by the Company as a result of the unsolicited referral or through other means.