Position Summary
The Employee Service Representative (ESR) serves as the primary point of contact for employees working in a fast-paced manufacturing environment. This position is responsible for supporting employees throughout their assignment, maintaining strong communication between employees, management, and the staffing team, and helping ensure a positive, productive, and compliant workplace.
The ESR will spend significant time on the manufacturing floor and must be comfortable working in an industrial environment, interacting with employees and supervisors, addressing concerns, monitoring attendance, and helping resolve issues quickly and professionally.
Essential Duties & Responsibilities
- Serve as the primary point of contact for assigned employees and provide day-to-day support.
- Build strong relationships with employees, supervisors, and client management.
- Conduct regular employee check-ins to identify concerns, questions, or workplace issues.
- Respond promptly and professionally to employees' questions regarding schedules, pay, attendance, policies, benefits, and employment-related concerns.
- Monitor employee attendance, punctuality, call-offs, and no-call/no-shows.
- Follow up with employees regarding attendance issues and document conversations appropriately.
- Assist with new-hire orientation, onboarding, badge/access processes, and first-day support.
- Help employees understand workplace policies, procedures, safety expectations, and attendance requirements.
- Conduct employee check-ins during their first days and weeks on assignment.
- Assist with employee retention efforts and identify potential turnover concerns before they become larger issues.
- Receive, investigate, and appropriately escalate employee concerns or complaints.
- Partner with supervisors and management to address performance, attendance, conduct, and workplace concerns.
- Maintain accurate employee records and documentation.
- Assist with timekeeping and payroll-related questions, including reviewing time records and helping resolve discrepancies.
- Communicate schedule changes, overtime opportunities, policy updates, and other important information to employees.
- Assist with employee recognition, engagement, and retention initiatives.
- Conduct routine floor walks and maintain a visible presence within the manufacturing facility.
- Assist with employee terminations, assignment changes, transfers, and other employment actions as directed.
- Help coordinate employee replacements and staffing needs with the recruiting/staffing team.
- Track and report employee concerns, attendance trends, turnover, and other workforce metrics.
- Ensure all employee interactions are handled professionally, confidentially, and consistently.
- Follow all company, client, safety, and employment policies and procedures.
- Perform other duties as assigned.
- High school diploma or GED preferred.
- Previous experience in staffing, human resources, employee relations, customer service, manufacturing, or a related field preferred.
- Previous experience working in a manufacturing or industrial environment is a plus.
- Strong communication and interpersonal skills.
- Ability to communicate effectively with employees at all levels.
- Strong problem-solving and conflict-resolution skills.
- Ability to maintain confidentiality and exercise good judgment.
- Strong organizational skills and attention to detail.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Basic computer skills, including Microsoft Office and employee/timekeeping systems.
- This position operates primarily within a manufacturing facility and may require frequent time on the production floor.
- Must be comfortable working around manufacturing equipment, noise, varying temperatures, and other industrial conditions.
- May require standing, walking, and moving throughout the facility for extended periods.
- Must follow all required personal protective equipment (PPE), safety, and facility requirements.
- Schedule may include early mornings, evenings, weekends, overtime, or other non-traditional hours depending on the client's operational needs.
COM167
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
