Description

Work Location Type: Hybrid

As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working® by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. With 2023 sales of $16.5 billion, we're dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results.

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. We're looking for passionate people to join our team as we continue leading the industry over our next 100 years.
PRIMARY FUNCTION

The HR Service Center Representative will be the first point of contact around quality service for Human Resources by responding to inquiries on policies, programs, and resolving inquiries for all team members. You will provide multi-channel support on all facets of the team member life cycle from hire to retire.

Hours of Operation are between 6:00 a.m. to 10:00 p.m. CST for the role with various shifts within this timeframe. You will report to a Supervisor, HR Service Delivery, and will be located in Panama City, Panama. The role is considered hybrid with virtual and onsite expectations.
MAIN DUTIES & RESPONSIBILITIES

• Provide an exceptional service experience on HR matters to both current and past Grainger team members.
• Demonstrate troubleshooting to resolve team member problems and promote self-service when applicable.
• Embrace curiosity by asking the right probing questions to understand the true nature of a team member's inquiry.
• Respond to inquiries quickly and translate inquiries into our case management application during the interaction.
• Maintain multiple tasks in a deadline-driven atmosphere where interruptions are common.
• Maintain an organized workflow and follow up on all items assigned while seeing problems through to resolution.
• Work as a liaison with other HR teams to resolve team member inquiries.
• Provide information/guidance relating to HR procedures, payroll, total rewards, performance management, and verifications of employment all team members.
• Maintain a comprehensive knowledge of Grainger policies, programs, and stay current on all facets of HR.

EDUCATION & EXPERIENCE

• 1+ years of experience in a customer service or HR position.
• Experience resolving situations while following documented processes.
• A desire to collaborate across teams and departments to foster trust, commitment, accountability and results.
• Demonstrated continuous improvement methodologies to identify a need for change and improvements in current processes.
• Participate in metric/quality review and open coaching discussions.
• Strong written and verbal communicator, strong attention to detail/organization.
• Experience with Microsoft products (teams, outlook, word, and excel) is required. Additional preferred experience in ServiceNow or other case management systems, and/or SuccessFactors (Core Employee Central, Talent, Recruiting suites).
• Prior HR education or fast paced, service center work experience is preferred.

Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.