Congratulations to Heather Zulauf, AVP of Human Resources, on her Q1 2024 Silver Circle Award for Customer Service. Read below to learn more about Heather’s feelings on customer service.
Your nomination mentioned the passion you have for your role. What do you feel is the most rewarding part of your job in Human Resources?
In my role as a strategic HRBP (HR business partner), I have the opportunity to support our managers and leaders in navigating initiatives such as workforce planning, budgeting, succession planning, leadership training, and our year-end process. These initiatives have a large scope, many partners, and require strategic thinking including short-term and long-term planning. Those plans take a lot of thoughtful time, resources, and consideration. Being able to watch those plans come together and our company be successful as a result is very rewarding to me!
What is the most challenging part of your role?
In the role of HR, from time to time we see employees on their darkest days or when they are navigating a tough, personal situation. It tugs at your heartstrings as you feel the emotion of a situation they might be going through—and that can be challenging. I always try to remember—how would I want to be treated when going through that situation? With that in mind, I provide guidance and support to our managers on leading through these difficult moments.
How would you define great customer service?
In my role as an HRBP for our regional teams, I think of my primary customers as our leaders—our RVPs and their teams. Although I have many customers, both internal and external, I’ll focus my answer on my partnership with our regional leadership team.
I’m in constant communication with this team, providing guidance and advice. Many times, these communications are time sensitive—I prioritize my time daily with a goal of responding to all inquiries by end of day, or at minimum with an acknowledgment that I am navigating the inquiry.
What advice would you give to someone just starting out in their career? What wisdom would impart to them?
Be a sponge! There is so much to learn in the world, and our learning should never stop. Ask questions, seek feedback, and be open to trying different things! We don’t always end up in the career that we begin in, and that is what makes the learning journey so much fun. You eventually will find the right path for you.
