Customer Care Assoicate

The successful candidate will have a track record delivering effective and efficient customer results, designing and using key metrics to enable decision making that will further company growth.

Whilst the exact responsibilities will vary, the main duties of the Customer Service Account Lead can be summarized as follows;

• Develop deep understanding of customer requirements and work closely with direct customer base

• Support the daily/monthly and quarterly operation that delivers on customer’s business requirements

• Monitor and control costs in line with contractual price structures

• Works with cross functional business teams to deliver on Iron Mountain goals and objectives

• Be responsible for process enhancements within the overall customer service group

• Support customer meetings (including Quarterly Business Reviews)

• Communicate operational efficiency to senior management

• support performance management, use KPI’s to track progress, monitoring actual performance versus plan promoting awareness to enable improvement

• Identifying and eliminating root cause barriers to accuracy and productivity.

• Participating in business meetings; supporting strategies and programs which improve the competitive position and profitability of the organization

• Provide support and training to new team members

• Management of stakeholder expectations

Requirements

• Degree Business/IT/Supply or relevant business experience

• Previous work experience in high vol customer facing environment is desirable

• Previous problem-solving experience in planning, change management solving, and able to resolve issues of a complex nature

• The ability to travel both domestically and internationally.

• Strong verbal and written communication skills

• Strong influencing, networking and team working skills

• Ability to work well in and across diverse global teams

• Knowledge of Excel

• Knowledge of Six Sigma/Lean Processes

Category: Customer Support

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0084975