Human Resources Specialist (ES Specialist)

Job description

Job Category

Employee Success

Job Details

What other companies refer to as “Human Resources”, we at Salesforce affectionately call “Employee Success”. When employees are successful, our whole Ohana (Hawaiian for “family” and includes our: employees, customers, partners, and communities) is successful. The Employee Success (ES) department is a motivated team of human resources professionals collaboratively focussed on Salesforce growth through robust business and people initiatives. Whether we are supporting a specific business unit’s ES needs, refining operations, or innovating in other areas we interact and make business decisions based on core values embodied in our Ohana culture: Trust; Growth; Innovation; Equality. (Learn more about Ohana here: https://sfdc.co/mRb5X )

As part of the larger ES team, our Shared Services team are a group of professional Specialists dedicated to providing guidance and assistance to geographically dispersed employees using the latest Salesforce technology. We meet the needs of our employees head on through engaging, collaborative, innovative and social initiatives. Our team focuses on excellent employee experience to ensure every member feels connected to the #SalesforceOhana. Success as a Specialist is accomplished through excellent customer service delivery, cooperative teamwork with colleagues across departments toward shared goals, and continuous dedication to their own professional development. As with all Salesforce employees, starting from our CEO, Specialists also co-author and manage a living, corporately aligned, yearly planner referred to as \'V2MOM\': Vision, Values, Methods, Obstacles, and Measures. (Learn more about V2MOM here: https://sfdc.co/KZR3G )

As our business continues to grow, we are constantly seeking more experienced HR professionals to join our Tokyo office Employee Success team. While we encourage applications for all job grade levels, we are currently focussed on hiring individual contributors.

Responsibilities

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Provide superior customer service to employees and managers of Salesforce via our Concierge customer portal, and other social channels

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Support our knowledge base within concierge; close knowledge gaps by creating, updating and improving knowledge articles to keep information relevant for employees’ self-service

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Record and track all customer interactions using concierge management tool. Follow through to ensure all assigned cases are resolved and closed timely and appropriately

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Maintain appropriate level of process, program, and policy knowledge in order to assist Employees

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Proactively identify inefficiencies and inconsistencies and collaborate towards an improved and more productive process that enhances the employee and/or manager’s experience with the process

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Provide support on system enhancements through User Acceptance Testing.

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Provide audit approval support in HRIS for Manager Self Service transactions for the employee life cycle, including but not limited to; Manager transfers, promotions, compensation changes, one-time payments and exits.

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Process HRIS corrections or transactions not be handled through Employee or Manager Self Service.

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Participate in projects to further enhance and globalize ES Shared Services processes for a seamless employee experience.

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Provide guidance and lead team members to resolve escalated/complex issues.

Requirements

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Bachelor's degree or equivalent experience required

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3-5 years prior work experience in Human Resources or a centralized customer service environment preferred.

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Exceptional problem solving skills with passion for data integrity, process definition, and continuous learning

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Excellent verbal and written communication skills in Japanese and English.

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The ability to navigate and consult with employees through unique personal cases

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Ability to diagnose a problem and lead correction efforts through effective communication and efficient execution

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Exceptional customer service orientation

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Comfortable with a high-paced environment with competing priorities; exceptional time management, organizational, prioritization and follow up skills

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Ability to maintain confidentiality in all aspects of job responsibilities

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Thirst for growth and desire to drive process improvements utilizing technology

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Work effectively in a team environment

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Proficient in Word, Excel, PowerPoint, Google Docs

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Must have experience using HRIS tools or similar systems (Workday preferred)

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Experience working in HR shared services organization for a medium to large enterprise as a mentor/supervisor role

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Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.