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.
