Iron Mountain Looking For Team Lead UK Order Processing at Bangalore, India Full Time

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.

This position is responsible for managing a team which has to provide prompt and professional customer support by keying in orders for all requests coming from customers & internal stakeholders. The team also includes Indexing, providing Inventory reports to customers. 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 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.

• Responsible to ensure operational service delivery, customer support and reporting needs are met

• Reporting and tracking of metrics such as monitoring SLA’s, tracking progress, providing periodic status reports to relevant parties.

• Review volume of task received for various activities and take real time resource allocation decisions.

• Ability to identify root cause for errors and provide prompt feedback to resources.

• Provide CAPA for all customer complaints and escalations.

• Ability to identify training and coaching needs of resources and facilitate the same.

• Communicate effectively with company employees regarding proper required information and instructing them on proper procedures

• Sound reading comprehension

• Excellent verbal (oral) and written communication specially email etiquettes

• Speed and accuracy of data input experience required – Excellent keyboarding skills

• Proficient with MS programs – Microsoft Excel and Microsoft Outlook

• Flexible- adapts well to change. Ability to handle various tasks in a fast-paced, ever changing environment

• Ability to execute transactions as per prescribed guidelines and timelines in order to meet the SLA and quality standards

• Review and Audit complex consolidations which has multiple exceptions and support the team on escalations

• Review performance of individuals in the team and document

• Conduct yearly appraisal reviews for the team

• Understanding employee needs and managing rewards and recognitions

• Prepare for Weekly/Monthly business reviews and support leadership team

Category: Customer Service (CS)

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: J0044239