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.

Role: Team Lead, Customer Care

JOB DESCRIPTION

With our history of reinvention, discovering new ways to help our customers and our people is always on our agenda. Explore different career possibilities to develop your skills and knowledge.  We believe everyone has the potential to uncover new ways of thinking, and new approaches to solving problems, and to grow in this exceptional business.

At Iron Mountain, we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environment. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

Responsibilities:

- Lead the team to provide timely, quality service and total customer satisfaction.

- Support the Warehouse Supervisor/Operations Supervisor to maintain all business standards, health and safety, and personnel issues within the team.

- Ensure prompt and accurate completion of all service requests by customers.

- Complete and maintain all daily and weekly reports and logs for the team/site.

- Complete and maintain all records and forms with respect to receiving and/or releasing customer records/assets

- Ensure that all workflow procedures and processes are followed by direct reports.

- Research and resolve service issues and implement solutions.

- Ensure that excellent communication of our goals and strategies is a characteristic of daily life in order to drive the performance of the business.

- Investigate and problem-solve questionable data/reporting

- Support the supervisory team in the recruitment of suitable high caliber, and customer service-focused staff.

- Complete staff attendance records and help keep overtime down, manage poor attendance quickly

- Coach, train, and guide direct reports to deliver high levels of quality service to customers.

- Supervise workloads, contribute to the setting of team targets for the site/region, and manage poor conduct were necessary.

- Ensure that the desired standards of consistency, fairness, and honesty are adhered to in all personnel situations and develop the appropriate Iron Mountain culture.

- Ensure that standard policies and procedures are rolled out to the business unit in a timely manner.

- Co-ordinate staff training and ensure subordinates are fully trained and following procedures and process

- Support the Warehouse Supervisor/Operations Supervisor to ensure facilities are maintained to the standards required for customer satisfaction and employee health and safety.

- Ensure computer systems are used properly within the team/site, using KPIs to analyze service delivery performance and identify and implement improvements.

- Through the Operational Trainers, ensure all staff within the site receive sufficient and ongoing training on internal systems and other relevant software.

- Assist with system conversions and ongoing developments to ensure a timely and efficient implementation, which is not disruptive to client service but enhances our go-forward offering.