Sr. Associate Customer Experience

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 Amgens 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 Amgens 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.