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

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. .