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. We 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. Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation. **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! 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. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity. Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE **Requisition:** J0096233