Category/Area of Expertise: Human Resources
Job Requisition: 424852
Address: USA-NC-Salisbury-2085 Harrison Road
Store Code: Associate Service Center (2761777)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Act as first point of contact for all associate HR related phone or self-ticketing inquiries while maintaining a high degree of confidentiality. Record all interactions in the case management system, resolve, record resolution and close case. Forward all interactions requiring research or more in-depth analysis/response to subject matter experts. Use all navigational tools provided to find answers and inform Supervisor of missing, inaccurate or confusing documentation. Work toward continuous improvement and skills building.

Duties and Responsibilities:

• Respond to incoming phone calls or self-service tickets during scheduled times from employees, managers, terminated employees, family members and outside agencies or vendors
• Reference company policies and procedures and access systems to ensure accuracy of response and to offer all available information to assist with the highest level of customer service
• Recognize when escalation to a subject matter expert or to the Supervisor is necessary
• Record the details of each call or self-ticket. Maintain confidentiality of all information.
• Perform HR transactions in the HR system, and other applications as appropriate, within scheduled timeframes and with a high degree of accuracy and strict adherence to written procedures
• Utilize the case management system, knowledge base and other tools to actively manage caseload in accordance with team production goals and established service level objectives
• Participate in ongoing training to improve expertise, customer service skills and productivity
• Processes routine insurance premiums
• Assist as needed with projects (processing mail, term folders, etc.)

Qualifications:

• High school diploma and 2-3 year experience working in an office environment
• Experience in delivery of customer service
• Basic computer knowledge
• Excellent listening and telephone skills
• Ability to ask relevant questions, clarify incomplete information and summarize key points
• Good data entry skills with a high attention to detail to provide accurate information
• Able to manage multiple priorities on an ongoing basis

Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days.

At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent. Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.

We offer an experience where our associates are valued; Diversity, Equity, Inclusion and Belonging are infused in our business and our employees are representative of the communities that we serve. We believe in total wellness, which encompasses a blend of physical, financial and emotional wellness.

We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.