GENERAL ADMIN PROFESSIONAL II (H047) 
LOCATION: Acuna / Coahuila (MX-COA), Mexico | BRAND: Bendix | REQUISITION ID: 8012 | JOB GRADE: 12  

| ON-SITE/REMOTE: On-site 

 

Want to help shape tomorrow?  At Bendix we’ve been doing it for 90 years…setting the standard with advanced dynamic solutions that drive improved commercial vehicle performance and safety.  We’re part of the Knorr-Bremse Group, the global leader in braking technologies. As part of our team, you’ll collaborate with a world of talented and dedicated colleagues whose sense of purpose complements your own. You’ll find rewarding opportunities, diverse experiences, partnerships, and an unwavering commitment to ethics and integrity. Innovation is part of our DNA. Achievement drives our culture. Learn more today! www.bendix.com/careers

 

JOB DESCRIPTION:

Position Summary:

The General Admin Professional II is a key position within the HR EST Shared Services Center team, a customer focused service organization that provides HR services to employees across the Americas region. This position may serves as the first point of contact for employees contacting the EST and is responsible for working with KB staff and systems to resolve a broad scope of inquiries related to HR services. The position leverages an innovative HR IT ticket system for tracking requests and may transfer or escalate cases to other parties or entities for efficient issue resolution. The primary goal of the role is to demonstrate effective issue resolution, ensuring high levels of customer satisfaction and operational efficiencies.

 

 

Service Line – General Administration:

Conduct intake for all HR related inquiries and escalate to appropriate parties, as necessary. Ensure timely resolution of cases and follow through to completion to provide best customer experience. Track and monitor cases to identify root cause of issues. Document inquiry resolution and escalation in case management system. Leverage knowledge-base to provide consistent customer service. Provide feedback for ongoing process improvement; identify trends and knowledge base needs and provide insight to increase operational efficiencies. Ensure all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers. Identify and communicate leading practices and innovative approaches and tools for service delivery into FSRC operations. Responsible for managing escalated issues within the Shared Service Center. May be assigned ad-hoc projects and conducting research to resolve issues and understand opportunities for improvement. May be asked to implement improvement initiatives. Coach and guide employees with regards to company policy and employment law. Utilize the Service Now case management system to triage ER cases and respond to mis-directed cases and input employee/manager interactions. Collaborate and support in the design, built and structure of the EST Contact Center.

Establish and document SOPs for handling employee inquiries, HR transactions and service requests. Continuously assess and improve processes to ensure efficiency, accuracy, and responsiveness.

Monitor performance metrics, provide regular reports on Contact Center activities, and recommend improvements based on data analysis. Track employee satisfaction levels and take proactive steps to enhance service quality. Collaboration with HR teams to ensure alignment and seamless service delivery.

 

 

Management & Supervisory Responsibilities:

Reports to Team Lead Shared Services Center Job is NOT directly responsible for managing other employees.    
 

Knowledge:

Knowledge of basic Human Resource applicable laws. 

 

 

Experience:

2 + years of experience in Human Resources areas

 

Skills:

Customer service and issue resolution. Call/service center operations. Case management system operations. Basic knowledge of general HR practices, policies and procedures. Excellent customer service and communication skills. Ability to effectively address challenging situations related to customer issues/complaints. High energy and focus. Excellent interpersonal skills. Ability to apply sound judgment and discretion with sensitive information. Ability to operate successfully, multitask and prioritize multiple projects simultaneously in a fast-paced environment. Knowledge of case management/ticketing software. Strong analytical and problem-solving skills and issue resolution across a broad scope of HR topics. Ability to navigate and leverage knowledge and case management technology. Ability to work well with all levels of corporation, as well as outside external clients and vendors. Capable of handling highly confidential information. Ability to prioritize and work independently with minimal supervision.

 

Education/Certifications:

Bachelor’s degree in business, Human Resources or related discipline or equivalent experience preferred. Bi-lingual Spanish and English required.

 

Travel Requirements:

Must be willing and capable to travel to the United States as required.  

 

Position Requirements:

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 

 

What does Bendix have to offer you?
- Work-life balance that includes Paid Vacation & Holiday Paid Time Off
- Vacation Premium
- Life insurance
- Christmas Bonus
- Educational assistance program
- Wellness program
- Saving Fund
- Pantry Vouchers
- Permits paid for: Marriage or Death of a direct relative
- Attendance Bonuses
- Cafeteria Subsidy
- Subsidy for prescription glasses
- Medical service in plant
- Recognition programs
- Gym