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.

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