Employee Service Center Specialist

Company Overview

Founded in 1920, Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company’s innovation‑driven growth model takes advantage of world‑class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end markets such as transportation, building and construction, and consumables. Eastman employs approximately 13,000 people worldwide, serves customers in more than 100 countries, generated 2025 revenue of approximately $8.8 billion, and is headquartered in Kingsport, Tennessee, USA.

Location and Working Relationships

Location: On‑site at Eastman's Corporate Headquarters in Kingsport, TN.

The Employee Service Center Specialist reports to the Employee Service Center Team Lead and works closely with Global Employee Benefits, Corporate HR Services, team members, alumni, Human Resources partners, third‑party administrators, insurance carriers, and other Eastman organizations.

Position Summary

The Employee Service Center Specialist provides responsive, accurate, and confidential support to US‑based team members and alumni regarding employee benefit plans and related Human Resources processes. The role serves as a primary point of contact, resolves routine and non‑routine inquiries, supports benefits education and enrollment, coordinates with third‑party administrators and carriers, and maintains accurate data and documentation in HR systems. Success in this position requires adaptability, sound judgment, strong attention to detail, and the ability to deliver results in a high‑energy, team‑oriented environment.

Key Responsibilities

• Apply in‑depth benefits knowledge to interpret and administer policies, programs, and processes related to health, dental, and life insurance plans.
• Serve as the primary point of contact for US‑based team members and alumni with benefit‑related questions; resolve inquiries by phone and email.
• Assist with communication, education, and enrollment activities associated with benefit plans.
• Support team members experiencing qualifying life events by explaining potential impact on benefits and available options.
• Determine and execute the appropriate path forward for routine situations and, with support, non‑routine situations.
• Provide education on changes and updates to benefit offerings and participate in benefit education sessions and new‑hire orientation, as assigned.
• Interface with third‑party administrators and insurance carriers to resolve member issues, conduct root‑cause analysis, and develop sustainable solutions.
• Maintain data, generate reports, and conduct research using multiple third‑party administrator systems and SAP/Employee Central.
• Serve on project teams and support other Employee Service Center initiatives, as assigned.

Qualifications

• Bachelor’s degree in Human Resources or Business preferred; equivalent education and experience may be considered.
• Prior experience in employee benefits administration or Human Resources strongly preferred.
• Service‑oriented and customer‑focused approach.
• Excellent communication and interpersonal skills.
• Proficiency with HR information systems and software tools such as Word, Excel, and PowerPoint.
• Exceptional attention to detail and ability to produce accurate, error‑free work.
• Ability to handle confidential information with discretion and maintain data privacy.
• Ability to prioritize and manage multiple tasks simultaneously in a deadline‑driven, fast‑paced environment.
• Initiative and accountability for driving issues to resolution.
• Strong collaboration and networking skills, sound judgment, maturity, and professionalism.

Knowledge and Competencies

• Working knowledge of employee benefits administration and related policies and processes.
• Strong customer service, problem‑solving, organizational, communication, collaboration, and follow‑through skills.
• Ability to work professionally with people at all levels across multiple Eastman organizations.

Visa Sponsorship Notice

Eastman will not accept applicants for this offered position who require visa sponsorship, including those whose status is F‑1 visa OPT who subsequently would require ongoing visa sponsorship.

Benefits

• Compensation & Incentives: Base pay plus performance‑based incentive opportunities.
• Health & Wellness: Comprehensive medical, prescription‑drug, and dental coverage with a Health Savings Account option; a robust menu of voluntary benefits such as vision, optional life, critical‑illness protection; holistic wellness support including financial‑planning tools, family‑building assistance, parental leave, and confidential Employee Assistance Program counseling.
• Retirement & Financial Strategies: 401(k) with company match and an additional annual retirement contribution from Eastman.
• Time Away: Eleven paid holidays, one personal day, paid time off, and paid vacation.
• Growth & Development: Access to mentorship, learning resources, and leadership programs that empower employees to thrive and advance their careers.