About the Role
Iron Mountain provides expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics, partnering with 225,000 customers around the world.
Iron Mountain is seeking a highly motivated Customer Excellence Representative to join its Customer Excellence team. In this role you will be responsible for providing end to end support for all Service Support, Customer Onboarding, Billing, Issue Resolution, Collection, Order Placement, Destructions, Customer Self-Service Platforms and any other operational-related queries and processes on time, ensuring professional, helpful, and empathetic service through first-class customer communication using all available channels of communication (email, phone call, chat, online meeting, etc.).
What You'll Bring (Skills & Qualifications)
•Advanced PC skills: MS Office, CRM platforms (Salesforce is a plus).
•Basic knowledge of administrative processes (orders, archiving, document destruction, logistics).
•Excellent written and verbal communication skills: German - advanced and English.
•Attention to detail, organization, and solution-oriented mindset.
•Ability to work efficiently in an international and dynamic environment.
•Critical thinking, proactivity, and a positive can-do attitude.
•Empathy, patience, and strong customer focus.
•Ability to prioritize tasks and meet deadlines.
•Team spirit and openness to continuous learning.
What You'll Do (Responsibilities)
•Manages customer inquiries across all channels, including phone calls, emails, live chats, online meetings, etc.
•Ensures every interaction—regardless of the medium—is prompt, accurate, and professional.
•Facilitates a smooth onboarding process from day one.
•Conducts formal customer training sessions to ensure users are proficient in our tools and can optimize their activities using the product (example: IM Connect).
•Processes service orders (e.g., box retrieval/delivery, document destruction, digital archiving) in line with internal procedures.
•Proactively reaches out via phone and email to provide status updates and manage expectations regarding delays.
•Resolves complex customer complaints by investigating root causes. Thoroughly documents details in Salesforce and follows the internal escalation process to ensure timely resolution.
•Analyzes customer data and feedback to identify trends or pain points. Identifies at-risk customers and implements targeted retention strategies to prevent churn.
•Maintains accurate, real-time records of all calls, meetings, and interactions in Salesforce.
•Ensures strict adherence to SLA requirements, data privacy standards, and security regulations.
•Partners with Sales, Account Management, Operations, Billing, IT and other teams to streamline processes and meet customer needs.
•Serve as the primary point of contact for clients regarding billing disputes, utilizing phone calls, meetings, and emails to provide transparent communication and resolve issues promptly.
•Investigate and reconcile discrepancies across invoices, purchase orders, and service agreements with a focus on accuracy and a "first-contact resolution" mindset.
•Uphold the company's image by maintaining ethical conduct, customer focus, and promoting Iron Mountain's brand values.
What We Offer (Benefits)
•Hybrid role located in Cluj-Napoca, Romania.
•Competitive compensation and benefits aligned with the experience.
•Opportunities for continuous learning and professional growth.
