Customer Excellence Representative (German language)

Iron Mountain is seeking a highly motivated Customer Excellence Representative to join our Customer Excellence team. In this role, you will be responsible for delivering a high standard of customer service by managing orders, resolving complaints, providing clear and accurate information, and maintaining efficient communication with both internal and external customers via written and phone channels. The role involves frequent interaction through digital platforms (e.g., Salesforce), administrative support, and involvement in the onboarding and offboarding processes of customers.

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 - intermediate/advanced level.
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)
Manage customer inquiries received via Salesforce or other channels (email, phone, chat, etc.), ensuring prompt, accurate, and professional responses.
Process service orders (e.g., box retrieval/delivery, document destruction, digital archiving) in line with internal procedures and deadlines.
Log and manage customer requests and related tickets while ensuring compliance with SLA requirements.
Resolve customer complaints and escalations by investigating root causes, thoroughly documenting cases, and escalating to relevant teams when needed.
Proactively follow up and communicate order status and delays to keep customers informed and confident.
Support customer onboarding and offboarding processes, ensuring smooth and coordinated transitions.
Collaborate closely with local teams (operations, logistics, billing, IT) to efficiently meet customer needs.
Continuously monitor open cases and identify opportunities for process improvement, actively participating in optimization initiatives.
Keep customer databases and service status records up to date.
Ensure compliance with internal policies and procedures as well as data privacy and security regulations.
Uphold the company’s image by maintaining ethical conduct, customer focus, and promoting Iron Mountain’s brand values.
Perform any additional tasks or responsibilities reasonably requested by the department manager or other members of the leadership team.

What We Offer (Benefits)
This role is located in Cluj, Romania.
Shifts are required to support customer and business needs.
Competitive compensation and benefits aligned with the experience.
Opportunities for continuous learning and professional growth.

Call to Action:
If you are a motivated, customer-focused individual ready to deliver world-class service, apply today to join the Iron Mountain team!