.**LOCATION**:Acuna / Coahuila (MX-COA), Mexico | **BRAND**: Bendix | **REQUISITION ID**:3468 | ** JOB GRADE***:12**JOB DESCRIPTION**:**Position Summary**: The HR EST Representative II is a key position within the HR EST Center team, a customer focused service organization that provides HR services to employees across the NA region. This position may serve as the first point of contact for employees contacting the EST and is responsible for working with KB staff and systems to resolve a broad scope of inquiries related to HR services. The position leverages an innovative HR IT ticket system for tracking requests and may transfer or escalate cases to other parties or entities for efficient issue resolution. The primary goal of the role is to demonstrate effective issue resolution, ensuring high levels of customer satisfaction and operational efficiencies.**Essential Functions**:- Complete assigned Human Resource administrative tasks.- Conduct intake for all HR related inquiries and escalate to appropriate parties, as necessary.- Ensure timely resolution of cases and follow through to completion to provide best customer experience.- Track and monitor cases to identify root cause of issues.- Document inquiry resolution and escalation in case management system.- Leverage knowledge-base to provide consistent customer service.- Provide feedback for ongoing process improvement; identify trends and knowledge base needs and provide insight to increase operational efficiencies.- Ensure all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.- Identify and. communicate leading practices and innovative approaches and tools for service delivery from EST.- Responsible for managing escalated issues within the Shared Service Center.- May be assigned ad-hoc projects and conducting research to resolve issues and understand opportunities for improvement.- May be asked to implement improvement initiatives.- Coach and guide employees with regards to company policy.- The employee has the authority to stop the production line, when he/she notices that the product has a quality problem or defect.- Manager assigned HRIS system tasks.- Any additional activities related to this role.**Management & Supervisory Responsibilities**:- Reports to Team Leader, Regional HRSC- Job **is** **NOT directly** responsible for managing other employees.**Knowledge**:- Knowledge of all basic Human Resource applicable laws.**Experience**:- 2+ years of experience in Human Resources areas**Skills**:- Customer service and issue resolution.- Call/service center operations.- Case management system operations.- Basic knowledge of general HR practices, policies and procedures.- Excellent customer service and communication skills.- Ability to effectively address challenging situations related to customer issues/complaints.- High energy and focus.- Excellent interpersonal skills