Job Description

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 environmental. 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. About Us Iron Mountain Incorporated (NYSE: IRM) provides information management services that help organizations lower the costs, risks and inefficiencies of managing their physical and digital data. The company's solutions enable customers to protect and better use their information—regardless of its format, location or lifecycle stage—so they can optimize their business and ensure proper recovery, compliance and discovery. Founded in 1951, Iron Mountain manages billions of information assets, including business records, electronic files, medical data, emails and more for organizations around the world. Visit www.ironmountain.com for more information Job Summary This position is responsible for providing prompt and professional customer support by creating companies and users under Iron Mountain Connect. Ensure customers & internal stakeholder’s requirements are resolved in accordance with service level agreements and performance metrics. The position will be supporting internal and external customers with excellent customer service to uphold division policies and procedures. The position is challenging - it requires multitasking abilities, being flexible to change, solid customer service skills, Sound reading comprehension of emails, strong system skills, reliability, excellent keyboarding skills and interpersonal ability with good oral and written communication. Key Areas of Responsibility Review the requests received from the customer in Salesforce.com and complete them within the specified SLA - requests can be for a Contract to be Prepared or Executed, Account to be Setup in the source system, Rate/Profile Amendments, Analyzing the case and raising forms based on customer request or Transfer of inventory Ensuring accurate and timely prep of Contracts and/ or affiliate assignments Own, manage and oversee the entire Pricing and Contracts & Account set up process for all new UK and Ireland customers, from point of sales handover through the Salesforce (SFDC) New Customer Setup Program (NCSP) account set up process and into a Business as Usual environment. This includes:

• The setup of all new accounts onto the appropriate operating platform, Safe Keeper Plus (SKP) or Arcvms

Liaising with UK Stakeholders to ensure a smooth transition of account shell set up, rate setup and transition of NCSP case to UK team.

• To ensure all pricing on new accounts is set up accurately and in line with the contract

To ensure future pricing reviews are done in line with the company pricing policy and with the customer contract

• To ensure that any ad-hoc changes to contractual terms and conditions as authorized reprocessed.
• Ensuring accurate and timely processing of authorized written ad-hoc requests for amendments to pricing for account settings which may affect Pricing, and to ensure that these changes are aligned with the contract. To ensure controlled ease of access to contracts and associated paperwork for the appropriate relationship and sales teams within the UK business

To ensure a professional, courteous and pro-active flow of communication between the business and the clients it serves. This will include regular interaction with the UK team and all business areas Promote the effective use of Sales Force through the team and support the design of enhanced workflows Ensure the integrity of customers master data is maintained at all times

• To carry out other duties deemed necessary by Iron Mountain management within the wider Customer Services Function

Be aware of external best practice and functional standards Maintain good relationships with UK team in order to improve service levels

• Report on progress against plans and targets and take corrective action, if necessary, to get back on track.

Consistently portraying a professional approach within the office environment

• Demonstrate accountability with any issues and escalations by proactively managing them to a resolution Support the timely, accurate creation and maintenance of associated key performance indicators, reports and forecasts.

Skills Required Very good command / proficient in spoken and written English Strong individual, with the ability to maintain high standards of work following set processes and Service level agreements. Ability to work within a multi-cultural environment and with all levels of the organization. Demonstrated problem solving skills and experience. Excellent verbal and written communication skills, with the ability to clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. Speed and accuracy of data input experience required - Excellent keyboarding skills Proficient with MS programs - Microsoft Excel and Microsoft Outlook (Other system experience is a plus) Flexible- adapts well to change. Ability to handle various tasks in a fast-paced, ever changing environment

• Strong analytical and organizational skills with attention to detail

Excellent problem resolution skills Highly motivated and Customer focused (internal and external)

• Ability to think strategically, and act tactically

Develop and maintain an in-depth knowledge of relevant IM process and procedures

• Liaise closely with all designated business areas and external customers in an appropriate and professional manner at all times

Actively seek new ways to help improve process and propose changes to improve the quality of service delivered and reduce costs Complete all work to a high quality and exceed levels of customer satisfaction A highly motivated individual who shows enthusiasm and energy, using positive language with customers and colleagues A team player who shows respect for customers and colleagues at all times, pragmatic in approach and able to demonstrate good work ethics during all interactions in a fair and consistent manner A reliable, loyal and trustworthy individual who demonstrates a high degree of integrity Taking personal ownership for customer issues whilst pursuing all avenues to ensure a satisfactory resolution. Required Qualification Any graduate with minimum 2 years’ experience in Customer Service or Accounts payable/receivable Category: gja\_Customer Support 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: J0046122X