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
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Serve as a primary point of contact for customers via inbound and outbound phone calls, email, portals, and digital platforms.
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Manage a high volume of customer interactions while maintaining quality, accuracy, professionalism, and adherence to SLAs.
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Demonstrate active listening, empathy, and strong communication skills to resolve inquiries effectively.
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De-escalate challenging conversations and escalate complex or sensitive issues per defined protocols.
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Deliver consistent, positive, and compliant customer experiences across all touchpoints.
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Provide proactive updates to customers regarding order status, delays, and resolution progress.
2. Order-to-Cash (OTC) Execution
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Process and manage customer orders accurately in SAP or relevant ERP systems.
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Support end-to-end OTC workflows including:
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Order processing and validation
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Order status inquiries
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Delivery coordination
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Billing questions and dispute management
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Product or distribution complaints (within scope)
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Ensure completeness and accuracy of customer, order, and transaction data.
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Contribute to on-time order fulfillment and cash collection objectives.
3. Clinical Customer Service Support (If Applicable)
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Support investigational product order processing and clinical study-related inquiries.
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Follow procedures for temperature-controlled logistics, returns management, and study supply coordination.
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Ensure strict adherence to GMP, GCP, GDP, and applicable regulatory and quality requirements.
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Maintain audit-ready documentation and compliance with GxP standards.
4. Documentation, Compliance & Quality
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Accurately document all customer interactions, call details, and follow-up actions in CRM systems (e.g., Salesforce Service Cloud).
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Ensure compliance with GxP, data privacy, regulatory, and quality standards.
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Adhere to call handling procedures, quality monitoring standards, and global service guidelines.
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Maintain complete, accurate, and audit-ready records of all transactions and communications.
5. Digital Tools, Data & Continuous Improvement
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Utilize systems such as SAP, Salesforce Service Cloud/eCommerce, IRT, CTMS, and other relevant platforms.