Shared Service Center-Customer Contact Specialist

Date: Nov 26, 2021

Location: Downers Grove, IL, US

Company: Dover Corporation

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com. 

Position Summary

The primary focus of this role will be on improving, overseeing, and managing documentation for the Tier 1 customer service support teams. This individual will have the responsibility of ensuring up to date information and documentation for the Tier 1 customer service team(s). This role is heavily focused on supporting the continuous improvement of HR operations within Dover.

Job Functions:

  • Be responsible for updating documents that the tier 1 customer service team(s) use
  • Creating/maintaining scheduled maintenance of customer service documents such as desktop procedures or standard operating procedures
  • Manage vendor relationships for content that are needed by the HR customer service teams
  • Be responsible for providing operational support on day-to-day basis internally to the Tier 1 HR customer service support teams
  • Play a major role in the continuous improvement of the team.
  • Creating standard processes that are auditable, repeatable, and documented for the Tier 1 team
  • Liaison with local HR whenever there are concerns or questions regarding projects
  • Work cross-functionally across local and corporate teams
  • Support the processing of tickets in ServiceNow to sustain SuccessFactors, payroll, and ancillary systems


  • Bachelor’s Degree in Human Resources or related field or equivalent experience.
  • Strong problem-solving skills
  • Strong communicator
  • Strong excel skills
  • Ability to meet deadlines and possess strong analytical and organizational skills
  • Experience working with remote teams

Preferred Experience:

  • 3+ years of experience within an HR Shared Services role
  • Prior experience in HR
  • Vendor Management 
  • Prior experience with case management systems
  • Prior experience with SuccessFactors

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : Illinois : Downers Grove

Sub Division : Dover Corporation

Job Requisition ID : 40101

Nearest Major Market: Chicago

Job Segment: Payroll, Finance