HR Shared Services Generalist in Plano, TX at Keurig Dr Pepper

Date Posted: 2/4/2020

Job Snapshot

Job Description

  • Customer Service: acts as a first line of HR generalist support for Keurig Dr Pepper’s global workforce in resolution of a wide variety of employee and manager issues – actively triaging, resolving, and/or escalating each item answering questions by accessing information through integrated technologies, providing self-service assistance, routing and referring calls for advanced support, and following up off-line as required (e.g., mailing materials, researching issue, developing correspondence, following-up with employees or vendors). Remains online and available to answer employee emails and phone calls using call center technology according to the team’s collectively created support schedule;
  • HR Master Data Processing: processes employee personal data and payroll information in master HR system, update employment records, process payroll updates to ensure accurate and consistent pay checks.  Skilled in accurately entering and verifying data entered into HR / payroll systems;
  • HR Program Support & Consulting: collaborates with HR Centers of Expertise (Talent Acquisition, Compensation, Benefits, Learning & Development) and supports delivering quality services and effective communication of HR services and programs to employee base;
  • HR Compliance: Liaisons with HR Business Partners and specialists to interpret and respond to inquiries on HR policies and procedures during the full employee lifecycle. Adheres to documented procedures in executing strategy and ensures compliance to applicable regulations.


  • Respond to customer requests through accessing information in multiple systems on the computer
  • Perform supported Shared Services transactional processing activities including research, reconciliation, data entry, filing, correspondence, forms and mail fulfillment, standard reporting, and record keeping
  • Track and manage customer inquiries through the case management system (CMS)
  • Utilize support tools (e.g., knowledge base), as necessary, to research and resolve unfamiliar customer issues
  • Provide support to employees, vendors, etc. for self-service functions
  • Liaise with Tier 2 Service Center staff to ensure seamless and efficient handoffs of customer requests
  • Provide technology and process feedback to improve Service Center support operations
  • Perform related responsibilities as required


  • Models the Keurig Dr Pepper values – we innovate with passion; partner for mutual success; play to win; and brew a better world;
  • Professional maturity and the ability to work under general supervision to organize and prioritize work, with high level of accuracy, and handle highly confidential information;
  • Demonstrated ability in handling highly sensitive and confidential matters effectively and discreetly;
  • Process-oriented, with the ability to drive efficiency and scale without jeopardizing the employee experience. 

This person will be part of a dynamic and passionate team within an evolving organization. In addition to a competitive compensation package including benefits, RRSP and vacation, we also offer tuition reimbursement, and a beverage benefit.



  • Bachelor’s degree in Human Resources, Management, or a related field preferred; Master’s degree in Human Resources or related field strongly preferred;
  • 0-2 years of experience in a fast-paced, high volume, customer-focused environment, with an emphasis on interpersonal relationship building and employee relations;
  • Impeccable written and verbal communication skills required;
  • Fully bilingual ( English & Spanish) preferred;
  • Familiarity with HRIS systems and HR case management systems;
  • Effective collaborator who builds strong relationships with HR partners and business leaders;
  • Attention to detail and analytical abilities required;
  • Proficient with Microsoft Office (Work, Excel, PowerPoint, Outlook) product suite.



Company Overview & EEO Statement

Keurig Dr Pepper (KDP) is a leading coffee and beverage company in North America with dual headquarters in Burlington, MA and Plano, TX, with annual revenue in excess of $11 billion. KDP holds leadership positions in soft drinks, specialty coffee and tea, water, juice and juice drinks and mixers, and markets the #1 single serve coffee brewing system in the U.S. The Company maintains an unrivaled distribution system that enables its portfolio of more than 125 owned, licensed and partner brands to be available nearly everywhere people shop and consume beverages. With a wide range of hot and cold beverages that meet virtually any consumer need, KDP key brands include Keurig®, Dr Pepper®, Green Mountain Coffee Roasters®, Canada Dry®, Snapple®, Bai®, Mott’s® and The Original Donut Shop®. The Company employs more than 25,000 employees and operates more than 120 offices, manufacturing plants, warehouses and distribution centers across North America.

Benefits built for you: Our people are the heart of our business, which is why we offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development while ensuring you feel valued, inspired and appreciated at work.

Keurig Dr Pepper Inc. is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper Inc. recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/Females/Protected Veterans/Disabled

Candidates must be able to pass a background check and drug test, as applicable for the role.