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.

.