Customer Excellence Representative (German Language)

About the role

Iron Mountain, a provider of records and information management, digital transformation, data center, asset lifecycle and fine art storage solutions, is looking for a highly motivated Customer Excellence Representative fluent in German to join its Customer Excellence team in Cluj-Napoca. The role covers end-to-end support for service requests, customer onboarding, billing, issue resolution, collections, order placement, destructions and self-service platforms, delivered through email, phone, chat and online meetings.

Key responsibilities

• Manage customer inquiries across all channels and keep every interaction prompt, accurate and professional
• Facilitate onboarding and run formal training sessions on tools such as IM Connect
• Process service orders (box retrieval/delivery, document destruction, digital archiving) according to internal procedures
• Contact customers proactively by phone and email to give status updates and manage expectations on delays
• Resolve complex complaints by investigating root causes, analyse customer data and feedback to spot trends, and implement retention strategies for at-risk customers
• Maintain accurate, real-time records of calls, meetings and interactions in Salesforce
• Ensure compliance with SLAs, data privacy standards and security regulations
• Act as the main contact for billing disputes, investigate invoice and purchase order discrepancies and resolve them with a first-contact approach
• Partner with Sales, Account Management, Operations, Billing, IT and other teams to streamline processes

Required profile

• Advanced German and English (B2/C1)
• Excellent written and verbal communication skills
• Attention to detail, organization, solution-oriented mindset and empathy
• Ability to work efficiently in an international, dynamic environment and to prioritize tasks and meet deadlines

Required skills

• Advanced PC skills, including MS Office
• CRM platforms (Salesforce is a plus)
• Basic knowledge of administrative processes such as orders, archiving, document destruction and logistics

What we offer

• A hybrid role based in Cluj-Napoca, Romania
• Competitive compensation and benefits aligned with experience
• Opportunities for continuous learning and professional growth