Role Overview
The Customer Experience Sr. Associate, is responsible for delivering high-quality, compliant, and customer-centric service across commercial and/or clinical customer interactions. This role serves as a key point of contact for customers, ensuring timely and accurate order-to-cash execution, issue resolution, and consistent service experiences across channels.
The Customer Experience Sr. Associate supports Amgen’s global GCX-OTC service model by executing standardized processes, leveraging digital tools, and maintaining a strong customer-first mindset. This role contributes directly to customer satisfaction, operational excellence, and business continuity while modeling Amgen’s Values and culture.
Key Responsibilities
Customer Experience & Service Delivery
Serve as a primary point of contact for customers, responding to inquiries via phone, email, portals, and digital channels.
Deliver accurate, timely, and professional customer support aligned with global service standards and SLAs.
Resolve routine and non-routine customer issues while escalating complex cases per defined procedures.
Maintain clear, empathetic, and proactive communication with customers throughout the resolution process.
Ensure a consistent, positive customer experience across all interactions and touchpoints.
Order-to-Cash Execution
Process customer orders accurately and efficiently in line with established OTC procedures.
Manage order status inquiries, delivery coordination, billing questions, disputes, and product or distribution complaints within scope.
Ensure completeness and accuracy of customer, order, and transaction data in relevant systems.
Support end-to-end OTC workflows, contributing to on-time order fulfillment and cash collection.
Clinical Customer Service Support (if applicable)
Support clinical customer service activities, including investigational product order processing and inquiries.
Follow defined procedures for temperature-controlled logistics, returns management, and study supply coordination.
Ensure strict adherence to GMP, GCP, GDP, and applicable regulatory and quality requirements.
Accurately document transactions and interactions to ensure audit readiness and compliance.
Digital Tools, Data & Documentation
Use systems and platforms such as SAP, Salesforce Service Cloud/eCommerce, IRT, CTMS, and other tools to manage customer interactions and transactions.
Ensure accurate and timely documentation of customer interactions, actions taken, and outcomes.
Monitor personal performance metrics and contribute data to support service reporting and insights.
Identify recurring issues or process gaps and provide feedback for continuous improvement.
Continuous Improvement & Collaboration
Follow standardized global GCX-OTC processes while identifying opportunities for efficiency and quality improvements.
Participate in training, knowledge-sharing, and improvement initiatives.
Collaborate effectively with cross-functional teams including Finance, Quality, Supply Chain, Commercial, and Technology as needed.
Demonstrate a learning mindset and adaptability in a fast-paced, evolving environment.
Key Skills & Capabilities
Strong customer-centric mindset with a commitment to service excellence.
Effective written and verbal communication skills.
Problem-solving ability with attention to detail and accuracy.
Ability to follow standardized processes while exercising sound judgment.
Comfort working with digital tools and data entry across multiple systems.
Ability to manage multiple tasks and prioritize work in a deadline-driven environment.
Team-oriented mindset with accountability for individual performance.
Openness to feedback, learning, and continuous improvement.
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