Shire Hire-To-Retire Service Representative Exton in Exton, Pennsylvania

We’re looking for a Hire-to-Retire (H2R) Services Representative to join our team. This position creates a positive, productive experience for managers and other employees who seek assistance on a broad range of matters pertaining to their relationship with the Company. Projects confidence, professionalism and genuine concern for matters brought forward by team members and follows through to ensure that each and every case is resolved.

The H2R Service Representative is responsible for administration of HR related queries and execution of HR transactions. The team receives activity through case management, system notifications, and phone calls as the first point of help for HR queries, across multiple countries.

The H2R Service Representative provides support services with a high degree of customer satisfaction, expertise, and timeliness. This includes evaluating the employee issue, quickly interpreting the situation, determining the appropriate resolution, transaction and/or escalation, and communicating the resolution and/or escalation to the employee.

Job Function and Description

50%

  • Responds to questions on administrative procedures and practices via multiple channels such as phone, case management system

  • Uses systems to document and escalate as needed following the appropriate processes

  • Identifies and researches incoming queries from employees

  • Utilizes multiple online systems to answer questions, complete requests, and ultimately resolve employee and HR needs

  • Understands and utilizes HR systems including Workday and the Employee Portal including Self Service and Case Management

  • Performs duties according to service level agreements

30%

  • Educates employees of HR Services available to them and encourages self-service tools such as the HR Portal and other systems as needed

  • Ensures that documentation and employee requests meet the policy for each process

  • Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.

20%

  • Performs other related duties and assignments as required as assigned by lead, supervisor or manager.

Education and Experience Requirements

Required:

  • Bachelor’s degree and a minimum of 2 years of equivalent HR experience

  • At least one year experience in customer services, data entry or related field

Preferred:

  • Workday or other HRIS experience

  • Experience in an HR Service Center

Key Skills, Abilities, and Competencies

  • Excellent oral and written communication skills to answer employees' queries effectively

  • Excellent problem solving skills and strong customer service skills

  • Strong organizational skills for tracking and documenting

  • Attention to detail

  • Ability to work both independently and in teams

  • Ability to meet or exceed established service level expectations

  • Proficient in Microsoft Office applications

  • Strong Excel skills

  • Must be able to work on more than one issue simultaneously and prioritize urgency of requests

Equal Employment Opportunity

Shire is an Equal Opportunity Employer committed to a diverse workforce. Shire will not discriminate against any worker or job applicant on the basis of race, color, religion, gender, national origin, ancestry, age, sexual orientation, marital or civil partnership status, pregnancy, gender reassignment, non-job related mental or physical disability, genetic information, veteran status, military service, application for military service, or membership in any other category protected under law.

EEO is the Law - https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

EEO is the Law – Supplement - https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf

Pay Transparency Policy - https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf

Reasonable Accommodations

Shire is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please call 484-595-8400 and let us know the nature of your request and your contact information.

Shire is the leading global biotechnology company focused on serving people with rare diseases and other highly specialized conditions. We strive to develop best-in-class products, many of which are available in more than 100 countries, across core therapeutic areas including Hematology, Immunology, Neuroscience, Ophthalmics, Lysosomal Storage Disorders, Gastrointestinal/Internal Medicine/Endocrine and Hereditary Angioedema; and a growing franchise in Oncology.

Our employees come to work every day with a shared mission: to develop and deliver breakthrough therapies for the hundreds of millions of people in the world affected by rare diseases and other high-need conditions, and who lack effective therapies to live their lives to the fullest.