Customer Care Associate
7 Minutes ago • All levels
Customer Service
Job Description
Iron Mountain is seeking a Customer Care Associate to support daily, monthly, and quarterly operations, ensuring customer business requirements are met. This role involves monitoring costs, collaborating with cross-functional teams, enhancing processes, and supporting customer meetings. The associate will also track performance using KPIs, identify barriers to accuracy, participate in business meetings, and provide training to new team members, contributing to the organization's competitive position and profitability.
Good To Have:
- Previous work experience in high volume customer facing environment is desirable.
Must Have:
- Support daily/monthly/quarterly operations to meet customer business requirements.
- Monitor and control costs in line with contractual price structures.
- Work with cross-functional business teams to deliver goals and objectives.
- Be responsible for process enhancements within the customer service group.
- Support customer meetings, including Quarterly Business Reviews.
- Communicate operational efficiency to senior management and support performance management using KPIs.
- Identify and eliminate root cause barriers to accuracy and productivity.
- Participate in business meetings, supporting strategies for competitive position and profitability.
- Provide support and training to new team members.
- Degree in Business/IT/Supply or relevant business experience.
- Previous problem-solving experience in planning and change management.
- 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.
- 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 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 and 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 organisation.
- Provide support and training to new team members
About you:
- 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
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