Role Summary
Iron Mountain is seeking an experienced and highly motivated Senior Representative Billing with Dutch to join our team. In this role, you will be responsible for delivering exceptional end-to-end customer service within the Customer Excellence Department. Acting as the first point of contact for customer enquiries, you will provide prompt, professional support, take ownership of customer requests and ensure that issues are resolved efficiently or escalated to the appropriate teams when necessary.
Your responsibilities will also include handling incoming customer calls, collaborating with internal departments to investigate and resolve customer issues, and processing customer requests accurately and efficiently. You will be committed to delivering a world-class customer experience while meeting established service level agreements (SLAs) and key performance indicators (KPIs).
What You'll Do (Responsibilities)
•Ensure that all Billing tasks are completed in line with month-end timetable as set by Finance
•Generate and review customer invoices, ensuring accuracy and compliance with contractual terms
•Analyse billing data to identify discrepancies or trends and implement corrective actions
•Maintain a log of all supplementary Invoices and Credit Notes requested and ensure appropriate authorisation has been obtained before they are processed on the necessary billing platform
•Collaborate with cross-functional teams (Sales, Customer Care, Accounting and Operations) to resolve billing issues and improve processes
•Ensure accurate and timely processing of authorised written requests for Invoices or Credit Notes
•Maintain billing records and documentation in accordance with company policies and regulatory requirements
•Prepare reports and analyses to track billing performance, revenue trends and key metrics
•Assist in month-end and year-end closing activities, including reconciliations from the billing systems and accruals
•Provide support during audits and investigations related to billing practices
•Develop and implement strategies to streamline billing processes and improve efficiency
•Stay updated on industry regulations and best practices related to billing and revenue recognition
•Communicate effectively with internal stakeholders to address inquiries and provide support
What You'll Bring (Skills & Qualifications)
•Language Skills: Proficiency in both Dutch and English (B2/C1 level)
•Advanced PC skills: MS Office, CRM platforms (Sage 300 a plus)
•Basic knowledge of administrative processes (orders, archiving, document destruction, logistics)
•Develop and maintain an in-depth knowledge of relevant IM process and procedures
•Actively seek new ways to help improve process and propose changes to improve the quality of service delivered and reduce costs
What We Offer (Benefits)
•Hybrid role, located in Cluj-Napoca, Romania
•Fixed-term contract, 2 years (maternity cover)
•Competitive compensation and benefits aligned with the experience
•Opportunities for continuous learning and professional growth
