Iron Mountain Customer Care Jobs

y Policy Statement, <a href="https://www.dol.gov/agencies/ofccp/posters">CLICK HERE</a><br><br><strong>Requisition:</strong> J00

Job Information

Iron Mountain Business Insight Specialist in Birmingham, United Kingdom

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.

To Support the customer, team manager and the business with making informed decisions through the timely production of quality customer centric MI. Supporting Recall system based and IME clients to ensure all data produced is analysed in a timely and accurate fashion to facilitate effective data and root cause analysis.

Key Accountabilities :

  • To extract data from core systems (Business Objects, Salesforce, Oracle in order to create Customer Management Information.

  • To prepare all customer centric internal management information, including reporting on Key Performance Indicators, for the entire customer experience function.

  • To prepare management information for our customers in a standard and consistent manner, through automation where practical.

  • To support the Commercial team for regarding MI production and ad-hoc data requests.

  • To provide ad hoc management information as required supporting business relationship activity.

  • To actively identify and escalate trends across all products affecting the UK business.

  • To use all relevant information to undertake root cause analysis to drive improvement across the UKI business, in line with the knowledge management function.

  • To understand all trends, patterns and analysis and be able to represent to the appropriate business area in a clear and concise fashion.

  • To ensure our systems are kept fully up to date, and aligned, with any changes to customer information

  • To promote a ‘customer first’ approach to all activities carried out within the Retention and Support Services function.

  • 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 customer and all business areas.

  • Promote the Iron Mountain brand and value proposition.

  • To carry out other duties deemed necessary by Iron Mountain management within the wider Commercial, Operational & Customer Services teams.

Skills:

  • Resilient with the ability to maintain high standards of work following set processes and Service level agreements.

  • Experience with running reports from Customer Relationship Management systems

  • Microsoft Excel to an intermediate level

  • Data warehouse experience (Cognos, Business Objects, Salesforce, O’Neils (Request), SAP, Oracle, Crystal Reports).

  • 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.

Experience:

  • Experience in a customer facing environment, preferably in a business to business environment.

  • A level of competence and flair for utilising IT systems to deliver effective, practical solutions and for maintaining integrity of client data at all times.

  • An effective, systems specialist and problem solver.

  • Excellent verbal and written communication skills.

Category: Customer Services & Support Group

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: J0030203

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