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HR Operations Coordinator (ENTRY LEVEL HR/NEW GRAD)

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The HR Operations Coordinator plays a vital role as a key member of the HR Shared Services team. This role will be dedicated to serving as the primary first point of contact for Rakuten employees, managers, HR, internal and external business partners as well as other third party entities. The HR Coordinator will accurately answer HR-related questions and handle all customer inquiries related to human resources in general across areas of payroll, leave of absence, time, benefits, total rewards, talent management, HR policies, HR systems, navigation and more via multiple intake channels such as phone, email, chat and post office mail. The HR Coordinator supports and facilitates Rakuten's HR processes and completes administrative tasks as assigned for all business and locations. The HR Coordinator onboards new hires and completes projects with precision and efficiency. The ideal candidate will have a positive, can-do attitude with a desire to broaden their HR knowledge and skillset.


  • Provides quality customer service, timely and accurately, in response to inquiries made via phone (inbound / outbound), chat, post office mail or e-mail from Employees, Managers, HR, Internal Business Partners as well as External Business Contacts
  • Perform the document administration and records management function to maintain records of HR personnel-related data in database ensuring all employment requirements are met, specifically but not limited to I9 records, E-Verify, background checks, employee documents, and checklists for retention period and perform audit to ensure compliance
  • Onboard all new hires and facilitate First Day Orientation
  • Manage tickets in the ticketing system, assign and work tickets in an efficient/effective manner
  • Assist with offboarding and one-off changes
  • Communicate effectively in both oral and written form, handles inquiries from customers accurately and timely, meeting service level agreements
  • Works efficiently to acknowledge, status, next steps, resolve and close cases with detailed and clear written.
  • Accurately and timely logs all cases received via phone, chat or e-mail into the case management system and provides backup documentation needed for audit purposes
  • Uses procedures, policies, knowledge database and other reference materials to assist in answering inquiries
  • Performs Tier 1 level administration and tasks to support all HR Shared Service functions
  • Creates and documents processes into Desktop Procedures (DTPs), FAQs, and scripts
  • Participates in pre and post implementation activities, including Service Rehearsal Testing and User Acceptance Testing
  • Participates in continuous improvement workshops and projects
  • Shares knowledge to peers
  • Is punctual and on-time based to support Contact Center hours of operation
  • Collaborate and build relationships across teams
  • Assist with HRSS special projects, training as needed
  • Performs other duties as assigned

Position Requirements:

  • Ability to resolve inquiries real time with phone, chat or email from employees
  • Ability to resolve inquiries from employee that requires off-line research and analysis
  • Ability to quickly learn and ramp up on knowledge required to resolve inquiries from employee on all related HR topics: time entry, time off, paycheck, deductions, gross pay, net pay, W2, W4, benefits, STI, LTI, policies, state policies, employee handbook, LOA and etc.
  • Ability to understanding and explain complex resolution and solutions to employees
  • Ability to research, analyze and retrieve data to prepare complex HR resolutions and understand and explain complex resolutions / solution to employees
  • Ability to perform mathematical computations quickly and accurately to identify errors
  • Ability to provide outstanding customer service to employees by listening to employee, clarifying information, researching, answering questions, handling complaints, and troubleshooting problems
  • Exhibits abilities to be customer-focused, detail oriented, efficient, polite, reliable, knowledgeable, empathetic and adaptable
  • Communicate effectively in both oral and written form; follows detailed directions
  • Be punctual and on-time based on Contact Center hours of operation
  • Strong analytical, critical thinking, time management skills with attention to detail
  • Able to identify operational trends and/or gaps
  • Proficiency with MS Office (excel, powerpoint, word)
  • Strong interpersonal and customer service skills.
  • Ability to follow policy guidelines and recognize situations requiring escalation.
  • Possess strong PC skills and the ability to work in fast paced environment.
  • Must have the ability to remain focused, professional, tactful, committed to confidentiality and discrete when handling sensitive and/or confidential information
  • Excellent interpersonal, verbal, and written communication skills
  • Organized and detail oriented, ability to work independently knowing tasks-at-hand
  • Ability to deliver high levels of performance and service excellence while managing high volume workload by following standard procedures, processes accurately and timely
  • Ability to prioritize and reassess needs in a fast-paced environment
  • Ability to handle stressful situations in a professional manner
  • Strong team-player mentality
  • Aptitude to learn/support new functionality
  • 0-3 year experience - College degree preferred or relevant experience


Our worldwide practices describe specific behaviors that make Rakuten unique and united across the world. We expect Rakuten employees to model these 5 Shugi Principles of Success.

  • Always improve, always advance. Only be satisfied with complete success - Kaizen.
  • Be passionately professional. Take an uncompromising approach to your work and be determined to be the best.
  • Hypothesize - Practice - Validate - Shikumika. Use the Rakuten Cycle to success in unknown territory.
  • Maximize Customer Satisfaction. The greatest satisfaction for workers in a service industry is to see their customers smile.
  • Speed!! Speed!! Speed!!Always be conscious of time. Take charge, set clear goals, and engage your team.

Associated topics: advisor, business partner, consultant, generalist, hrbp, human resources associate, human resources generalist, operations partner, professional, representative
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