HR Shared Services Representative

Do it Best•Fort Wayne, IN

About The Position

The HR Shared Service Representative is a key member of the Human Resources team responsible for providing expert support and guidance to employees and managers on a wide range of HR topics. This salaried-level role acts as a central point of contact for HR inquiries, ensuring consistent application of policies, procedures, and best practices across the organization. The ideal candidate brings a strong customer service orientation, deep understanding of HR processes, and the ability to handle confidential information with professionalism and discretion.

Requirements

High school diploma or GED equivalent.
Minimum 3 years of experience in Human Resources, employee support, or shared services environment.
Strong understanding of HR policies, employment law (FMLA, ADA, EEO, etc.), and HRIS systems (Workday, ADP, Kronos, etc.).
Proficient in Microsoft Office Suite and case management tools.
Excellent communication, critical thinking, problem-solving, and interpersonal skills.
Proven ability to manage sensitive data with discretion and sound judgment

Nice To Haves

Bachelor’s degree in Human Resources, Business Administration, or related field (or equivalent experience)
Experience working in a multi-state or global environment.
PHR or SHRM-CP certification.
Experience supporting mergers, acquisitions, or organizational changes.
Bilingual skills a plus (e.g., Spanish, French, etc.)

Responsibilities

Serve as the first point of contact for employee inquiries related to HR policies, benefits, payroll, leaves of absence, onboarding, retirement, and other HR programs.
Provide timely and accurate information while ensuring a high level of customer satisfaction and adherence to company policies and employment laws.
Troubleshoot and resolve complex or sensitive issues, escalating as appropriate to HR Business Partners, Payroll and Benefits Specialists, Payroll and Benefits Supervisor, and the Director of Operations & Shared Services.
Maintain accurate documentation of cases and interactions in the case management system (Zendesk).
Support HR operations by maintaining accurate employee records, assisting with document auditing, and coordinating routine administrative processes to ensure compliance and efficiency.
Collaborate with cross-functional HR teams to ensure alignment and continuous improvement of HR processes and workflows.
Support HR process improvement initiatives and help document standard operating procedures (SOPs).
Analyze case trends to identify knowledge gaps and recommend training or process updates.
Participate in projects involving HR systems, change management, compliance, and employee experience enhancements.
Maintain confidentiality and handle sensitive information with the utmost integrity.