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