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

Career Category

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.