Senior Associate

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

About Iron Mountain:

Iron Mountain is a global leader in information management, storage, and data protection services. With a legacy spanning over 70 years and operations in more than 60 countries, Iron Mountain helps organizations lower cost and risk, comply with regulations, recover from disaster, and enable digital transformation. Our customers include over 95% of the Fortune 1000 companies, government agencies, and institutions across industries. At Iron Mountain, we are driven by our core values—integrity, respect, and accountability—and we are committed to fostering a culture of innovation, diversity, and customer excellence.

Job Summary:

We are seeking a detail-oriented and customer-focused Consultant to join our North America Billing Disputes team within the Customer Excellence function. This role is critical in ensuring prompt and accurate resolution of billing disputes while upholding a high standard of customer service.

Key Responsibilities:

• Investigate and resolve customer billing disputes raised through Salesforce (SFDC) within defined SLAs.
• Perform root cause analysis and collaborate with cross-functional teams (Billing, Sales, Contracts, Operations) to ensure timely resolution.
• Document all customer interactions, case updates, and resolutions accurately in SFDC.
• Maintain regular follow-up with customers and internal stakeholders to ensure case progression and customer satisfaction.
• Analyze dispute trends and provide feedback to improve billing accuracy and reduce future disputes.
• Participate in team huddles, calibration sessions, and process improvement initiatives.
• Maintain compliance with internal policies and controls, and support audit requirements when needed.

Qualifications & Skills:

• Education: Bachelor’s degree in Commerce, Business Administration, or related field.
• Experience: 2–4 years of experience in customer service, billing, or dispute resolution (preferably supporting the North America region).
• Strong verbal and written communication skills.
• Experience using Salesforce (SFDC) or similar CRM systems.
• Analytical mindset with attention to detail and problem-solving ability.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Willingness to work in a 5:30 PM – 2:30 AM IST shift.

Work Environment:

• Mode: Hybrid (in-office presence as per company policy).
• Tools: Laptop and secure network access provided for remote/hybrid work.

Category: Customer Support