Représentant(e) & Entrée de Données, Centre de Service Aux Employés - RH / Representative & Data Entry, Employee Service Centre - HR Job in Montreal for Domtar |

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Représentant(e) & Entrée de Données, Centre de Service Aux Employés - RH / Representative & Data Entry, Employee Service Centre - HR

July 15 2022
Categories Administrative, Clerical, Data Centre, Warehousing, Cloud, Data entry, HR support, HR, Training, Information Technology
Montreal, QC • Remote


Position title: Representative & Data Entry, Employee Service Centre - HR

Location: Montreal

Reports to: Supervisor, Employee Service Center (ESC)

Domtar is a leading provider of a wide variety of fiber-based products including communication, specialty and packaging papers, market pulp and air laid nonwovens. Domtar’s principal executive office is in Fort Mill, South Carolina and Domtar is part of the Paper Excellence group of companies.

With approximately 6,000 employees serving more than 50 countries around the world, Domtar is driven by a commitment to turn sustainable wood fiber into useful products that people rely on every day. Through our values of agility, caring and innovation, we constantly find better ways to serve our customers, support our employees and strengthen our communities.

The Employee Service Center (ESC) is the “one-stop-shop” for HR services, including pension, benefits and payroll questions, new employee processing, personnel information administration, etc. (80% US – 20% Canada).

Reporting to the Supervisor, Employee Service Center (ESC), you will have among other duties to provide front-line customer service and support to employees, managers and company vendors for questions, issues and problems related to Human Resources, payroll, benefits services and pension. You will also be responsible for administrative and transactional data entry tasks.

Job Responsibilities/Accountabilities:

Client Service and Support

  • Answer client (active & former employees and HR field teams) questions using procedures, policies, knowledge base and other reference materials;
  • Manage case resolution for all general Human Resources questions and escalate when appropriate to HR Specialists;
  • Coach employees, and third party vendors when appropriate, on the use of Tier 0employee self-service tools;
  • Support clients with sensitive and confidential issues (i.e. benefits questions, payroll questions, etc.);
  • Identify cases/issues requiring further documentation;
  • Proactively identify HR service centre processes for continuous improvement;
  • Participate in optimization and general team projects as required.

Administrative and transactional component

  • Perform data entry for various requests received (e.g.: new hires, employees transfer, etc.) via different communication channels while validating the accuracy of the information; this includes probing for additional information if the situation requires clarification, mailing out requested documents, etc.;
  • Perform back-office transaction processing in support of HR, payroll, benefits and pension functions, including data entry, mailing, filing, correspondence, sorting, and routing incoming mail;
  • Escalate transactions in support of advanced level (HR specialists, payroll, LOA, benefits and pension providers or Tier 2) and ensure follow-ups as required;
  • Maintain the organizational structure in SAP by processing position changes and reporting relationships in the org structure ;
  • Conduct validation for HR data and organizational structure changes
  • Run various reports when required.

Key Skills:

  • You are used to managing confidential information;
  • You are very detail oriented;
  • You are known for your customer service skills and ability to build trust;
  • You demonstrate expertise over the phone/email through excellent communication skills (both written and verbal);
  • You grasp information quickly and probe effectively where additional information is required;
  • You are resourceful and you possess effective problem solving skills;
  • You demonstrate organization and time management skills;
  • You are available to work from 8 a.m. to 5 p.m. (this schedule may change according to operational needs);
  • You are bilingual (English and French).

Professional Experience/Qualifications:

  • You hold a college or university degree or equivalent work experience;
  • You have a minimum of one year experience in a call center/customer service center environment;
  • You also have one year experience in a Human Resource role or team;
  • You have proven experience with HR systems and processes (SAP or Workday a plus).

You must successfully complete a selection process that includes interviews, aptitude tests (for some positions) as well as pre-employment verification.

Domtar is an equal opportunity employer. We invite women, Aboriginal peoples, persons with disabilities and members of visible minorities to apply.

Our offer:

  • A downtown location (Place des Arts metro);
  • Alternative Work Arrangements; hybrid remote work and flextime and summer hours;
  • A modern and spacious work environment;
  • A flexible insurance plan (life, medical, dental);
  • An employee assistance program;
  • A childcare center on location;
  • Competitive compensation, including annual bonus plan;
  • A pension plan with matching company contributions;
  • Employer-paid development and continuing education.