{"id":2178018,"url":"https://alion.io/job/iron-mountain-customer-excellence-representative-german-language","title":"Customer Excellence Representative (German language)","company":{"id":5820,"name":"Iron Mountain","domain":"ironmountain.com","url":"https://alion.io/company/ironmountain","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":30,"ghost_share":0,"stale_share":0.967,"repost_share":0,"time_to_fill_p50_days":4,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Legal","role_family":"Legal","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Cluj-Napoca, Romania"],"countries":["RO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SLI/SLO/SLA","optional":true}],"status":"live","first_seen_at":"2026-10-09T14:27:17Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-18T06:37:46Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.\nWe provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.\nAre you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.\nIron Mountain is seeking a highly motivated Customer Excellence Representative to join our 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 you provide professional, helpful, and empathetic service through first-class customer communication using all available channels of communication (email, phone call, chat, online meeting, etc.).\nWhat You'll Bring (Skills & Qualifications)\nAdvanced PC skills: MS Office, CRM platforms (Salesforce is a plus).\nBasic knowledge of administrative processes (orders, archiving, document destruction, logistics).\nExcellent written and verbal communication skills: German - advanced and English\nAttention to detail, organization, and solution-oriented mindset.\nAbility to work efficiently in an international and dynamic environment.\nCritical thinking, proactivity, and a positive can-do attitude.\nEmpathy, patience, and strong customer focus.\nAbility to prioritize tasks and meet deadlines.\nTeam spirit and openness to continuous learning.\nJob Description\nWhat You'll Do (Responsibilities)\nManages customer inquiries across all channels, including phone calls, emails, live chats, online meetings, etc.\nEnsures every interaction-regardless of the medium-is prompt, accurate, and professional.\nFacilitates a smooth onboarding process from day one.\nConducts formal customer training sessions to ensure users are proficient in our tools and can optimize their activities using the product (example: IM Connect).\nProcesses service orders (e.g., box retrieval/delivery, document destruction, digital archiving) in line with internal procedures.\nProactively reaches out via phone and email to provide status updates and manage expectations regarding delays.\nResolves complex customer complaints by investigating root causes. Thoroughly documents details in Salesforce and follows the internal escalation process to ensure timely resolution.\nAnalyzes customer data and feedback to identify trends or pain points. Identifies at-risk customers and implements targeted retention strategies to prevent churn.\nMaintains accurate, real-time records of all calls, meetings, and interactions in Salesforce.\nEnsures strict adherence to SLA requirements, data privacy standards, and security regulations\nPartners with Sales, Account Management, Operations, Billing, IT and other teams to streamline processes and meet customer needs.\nServe 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\nInvestigate and reconcile discrepancies across invoices, purchase orders, and service agreements with a focus on accuracy and a \"first-contact resolution\" mindset\nUphold the company’s image by maintaining ethical conduct, customer focus, and promoting Iron Mountain’s brand values.\nWhat We Offer (Benefits)\nHybrid role located in Cluj -Napoca, Romania.\nCompetitive compensation and benefits aligned with the experience.\nOpportunities for continuous learning and professional growth.\nCall to Action:\nIf you are a motivated, customer-focused individual ready to deliver world-class service, apply today to join the Iron Mountain team!\nCategory: Customer Support","description_format":"text","description_chars":4390,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"German","level":"Advanced (C1)","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"Romania","iso":"RO","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Data Centers & Colocation","Pharmacies","IT Asset Disposition & Refurbishing"],"lifecycle":[{"event":"open","at":"2026-10-09T14:27:17Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.243,"p_room":0.45,"age_days":7,"expected_fill_days":4,"reasons":["conf:4","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/iron-mountain-customer-excellence-representative-german-language","json_url":"https://alion.io/job/iron-mountain-customer-excellence-representative-german-language.json","meta":{"generated_at":"2026-10-19T04:03:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2265,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5820},"rest":"https://alion.io/mcp/rest/get_company?id=5820"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Firon-mountain-customer-excellence-representative-german-language"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Firon-mountain-customer-excellence-representative-german-language"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Firon-mountain-customer-excellence-representative-german-language"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/iron-mountain-customer-excellence-representative-german-language\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Firon-mountain-customer-excellence-representative-german-language"}]}