Sr. Associate Customer Experience & Engagement – GCX Order-to-Cash (GCX-OTC)

<h2><b>Career Category</b></h2>Supply Chain<h2></h2><h2><b>Job Description</b></h2><p><b>Role Overview</b></p><p>The Customer Experience &amp; Engagement Sr. Associate is a customer-facing role responsible for delivering high-quality, compliant, and customer-centric service across commercial and/or clinical interactions. This role serves as a primary point of contact for customers through voice, email, portals, and digital channels, ensuring timely and accurate order-to-cash (OTC) execution, issue resolution, and a consistently positive customer experience.</p><p>The associate supports Amgen’s global GCX-OTC service model by executing standardized processes, leveraging CRM and ERP systems, and maintaining a strong customer-first mindset. This position contributes directly to customer satisfaction, operational excellence, regulatory compliance, and business continuity while modeling Amgen’s Values and culture.</p><p></p><p><b>Key Responsibilities</b></p><p><b>1. Customer Experience &amp; Engagement</b></p><ul><li>Serve as a primary point of contact for customers via inbound and outbound phone calls, email, portals, and digital platforms.</li><li>Manage a high volume of customer interactions while maintaining quality, accuracy, professionalism, and adherence to SLAs.</li><li>Demonstrate active listening, empathy, and strong communication skills to resolve inquiries effectively.</li><li>De-escalate challenging conversations and escalate complex or sensitive issues per defined protocols.</li><li>Deliver consistent, positive, and compliant customer experiences across all touchpoints.</li><li>Provide proactive updates to customers regarding order status, delays, and resolution progress.</li></ul><div></div><p><b>2. Order-to-Cash (OTC) Execution</b></p><ul><li>Process and manage customer orders accurately in SAP or relevant ERP systems.</li><li>Support end-to-end OTC workflows including:<ul><li>Order processing and validation</li><li>Order status inquiries</li><li>Delivery coordination</li><li>Billing questions and dispute management</li><li>Product or distribution complaints (within scope)</li></ul></li><li>Ensure completeness and accuracy of customer, order, and transaction data.</li><li>Contribute to on-time order fulfillment and cash collection objectives.</li></ul><div></div><p><b>3. Clinical Customer Service Support (If Applicable)</b></p><ul><li>Support investigational product order processing and clinical study-related inquiries.</li><li>Follow procedures for temperature-controlled logistics, returns management, and study supply coordination.</li><li>Ensure strict adherence to GMP, GCP, GDP, and applicable regulatory and quality requirements.</li><li>Maintain audit-ready documentation and compliance with GxP standards.</li></ul><div></div><p><b>4. Documentation, Compliance &amp; Quality</b></p><ul><li>Accurately document all customer interactions, call details, and follow-up actions in CRM systems (e.g., Salesforce Service Cloud).</li><li>Ensure compliance with GxP, data privacy, regulatory, and quality standards.</li><li>Adhere to call handling procedures, quality monitoring standards, and global service guidelines.</li><li>Maintain complete, accurate, and audit-ready records of all transactions and communications.</li></ul><div></div><p><b>5. Digital Tools, Data &amp; Continuous Improvement</b></p><ul><li>Utilize systems such as SAP, Salesforce Service Cloud/eCommerce, IRT, CTMS, and other relevant platforms.</li><li>Monitor personal performance metrics (e.g., AHT, quality scores, SLAs, first-call resolution).</li><li>Identify recurring issues or process gaps and provide feedback for continuous improvement.</li><li>Participate in training, knowledge-sharing, and operational excellence initiatives.</li><li>Collaborate cross-functionally with Finance, Quality, Supply Chain, Commercial, and Technology teams.</li></ul><div></div><p><b>Key Skills &amp; Capabilities</b></p><p><b>Communication &amp; Customer Engagement</b></p><ul><li>Excellent verbal communication skills with a professional and confident phone presence.</li><li>Strong written communication skills with clear, concise, and grammatically accurate email responses.</li><li>Ability to tailor communication style based on customer type, urgency, and regulatory context.</li><li>Strong empathy, rapport-building, and de-escalation skills.</li></ul><p><b>Operational &amp; Technical Skills</b></p><ul><li>Proficiency in CRM and case management tools (e.g., Salesforce Service Cloud).</li><li>Working knowledge of ERP systems such as SAP preferred.</li><li>Accurate data entry and documentation skills across multiple systems.</li><li>Ability to work effectively in a metrics-driven environment.</li></ul><p><b>Professional Effectiveness</b></p><ul><li>Strong problem-solving and decision-making capabilities.</li><li>Ability to multitask, prioritize, and manage workload in a fast-paced environment.</li><li>High attention to detail and commitment to quality and compliance.</li><li>Collaborative mindset with accountability for individual performance.</li><li>Learning agility and adaptability in evolving global service environments.</li></ul><p><b>Qualifications &amp; Experience</b></p><ul><li>5–8 years of experience in customer service, order management, order-to-cash, supply chain, or contact center operations.</li><li>Experience in B2B and/or B2C environments preferred.</li><li>Exposure to GxP-regulated environments (GMP, GCP, GDP) is a plus.</li><li>Familiarity with SAP, Salesforce, and related digital platforms preferred.</li><li>Bachelor’s degree preferred (or equivalent professional experience).</li><li>Experience working with global teams or U.S.-based companies is an advantage.</li></ul><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>.