global leader in the manufacture, development, distribution, and sale of paints, coatings and related products to professional, industrial, commercial, and retail customers. The company manufactures products under well-known brands such as Sherwin-Williams®, Valspar®, HGTV HOME® by Sherwin-Williams, Dutch Boy®, Krylon®, Minwax®, Thompsons® Water Seal®, Cabot® and many more. Sherwin- Williams® branded products are sold exclusively through a chain of more than 4,100 company-operated stores and facilities, while the companys other brands are sold through leading mass merchandisers, home centers, independent paint dealers, hardware stores, automotive retailers, and industrial distributors. The company supplies a broad range of highly-engineered industrial and OEM coatings for wood and general industrial, coil, packaging, protective and marine, and transportation applications worldwide. Our 60,000 employees are diverse, innovative and passionate. With a variety of rewarding and challenging opportunities, Sherwin-Williams is a great place to find a career that takes you places. POSITION OVERVIEW: This position provides comprehensive HR support and advisory services to employees, managers and HR Business Partners via phone, email and cases with a goal of first contact resolution in accordance with Service Level Agreements. Collects the necessary information regarding the request, analyzes the situation and determines the policies and laws related to the situation. Uses these facts and previous experience related to similar situations to determine the appropriate course of action to handle the request. Takes action or communicates information to the appropriate parties to resolve. Groups serviced include all U.S and Canada employees, managers, HR Business Partners, ex-employees, retirees, and other internal Sherwin-Williams Departments. Note: HR Services hours are Monday through Friday, 8:30 a.m. to 7:00 p.m. Advisors are expected to work flexible shifts within those hours, to service our customers and business needs accordingly. ESSENTIAL FUNCTIONS: 1. HR SERVICE CENTER RESPONSIBILITIES: * Develop a comprehensive understanding of all HR Service Center operations, processes, systems and applicable policies and laws * Answer questions, provide guidance and assist to employees, managers, and HR Business Partners in areas such as retirement, Leave of Absence, Kronos, GEMS administration, company policies, performance management systems, Sherwin-Williams University (SWU) and Careers. * Ensure timely and correct response for all customers inquiries, complaints and requests and provide accurate consistent recordkeeping and maintenance of HR records. For cases escalated to other groups ensure that the request is resolved and the employee is contacted at the conclusion. * Actively listen and ask appropriate follow up questions to collect necessary information to identify underlying issues or related requests. * Analyze information obtained and determine which policies and laws are relevant to the situation. Use the information to make decisions on action items needed to resolve the situation. Inform or escalate issues to HR BPs and COEs as needed. * Utilize empathy, diplomacy & tact to promote positive employee engagement. * Ensure fairness, consistency of practice, alignment with policies and procedures and adherence to all relevant laws in all situations handled. * Identifies common questions and issues and create solutions to address them. * Maintain data in the various HR systems (GEMS, Kronos, Careers etc.) Ensure data integrity and preform accurate and timely entry. * Perform designated audit reports and make the necessary corrections in the system, or work with the appropriate groups to accomplish. * Ensure the various employee compliance notifications are sent as directed and if they do not reach the designated receiver reach out the to the HR BP or District coordinator to facilitate. * Act as a liaison for employees, retirees, ex-employees, managers and HR to obtain answers to questions or resolve issues by partnering with other intercompany departments such as Employee Relations, Tax, Payroll, Legal, and Benefits * Collect all necessary paperwork to document and administrate retirements and notify HR and Management of any pertinent details including how to update time keeping and GEMS accurately. 2. STANDARDIZATION AND PROCESS IMPROVEMENT * Analyze tasks assigned and redesign and document each in a Standard Operating Procedure (SOP). Update SOPs as process changes. * Identify other potential activities that can be added to Shared Services. * Participate in Transactional Lean Training & become LEAN Certified. Use the methods & tools learned through LEAN training to identify and implement continuous improvement initiatives within the department and/or for the S-W HR community throughout the year. 3. HR TOOLS & SERVICE LEVEL AGREEMENTS: * Answer phone calls, respond to emails and IMs, create cases and preform responsibilities within the established service level agreements for each duty assigned. * Utilize case management to document each request and to escalate work to appropriate teams. Leverage the case management self-service portal with HRBPs, Managers and employees to assist with self-service. * Resolve assigned cases within designated Service Level Agreements * Leverage HR Spaces, mySherwin, and shared drives to obtain information and coach HRBPs, employees, and managers on how to find and use these resources. POSITION REQUIREMENTS: Basic Qualifications: * Bachelors Degree from an accredited institution is required * 1-3 years of experience in a fast paced customer service environment * Must be authorized to work in the US without company sponsorship Preferred Qualifications: * Human Resources experience * Bachelors Degree in Human Resources or business related field * Bi-lingual ability (Spanish) Personal Attributes: * Exceptional interpersonal and customer service skills * Excellent verbal and written communication skills * Exceptional organizational skills with attention to detail, accuracy and ability to maintain confidential data * Ability to analyze situations and interpret facts to make decisions and resolve problems * Ability to manage multiple simultaneous tasks with minimal supervision * Demonstrated ability to work in a team