Sr. Associate Customer Experience & Engagement - GCX Order-to-Cash

About the role

The Customer Experience & Engagement Sr. Associate is a customer-facing role within Amgen's global GCX Order-to-Cash (GCX-OTC) service model. It delivers high-quality, compliant and customer-centric service across commercial and/or clinical interactions, acting as a primary point of contact for customers through voice, email, portals and digital channels. The associate ensures timely and accurate order-to-cash execution, issue resolution and a positive customer experience.

Key responsibilities

• Serve as a primary contact for customers via inbound and outbound calls, email, portals and digital platforms, managing a high volume of interactions while meeting SLAs and de-escalating difficult conversations
• Process and manage customer orders in SAP or relevant ERP systems, covering order processing, validation, status inquiries, delivery coordination, billing disputes and product complaints
• If applicable, support investigational product orders and clinical study inquiries, following temperature-controlled logistics, returns and study supply procedures, and adhering to GMP, GCP, GDP and GxP standards
• Document interactions, call details and follow-ups in CRM systems (e.g. Salesforce Service Cloud) and maintain audit-ready records
• Use systems such as SAP, Salesforce, IRT and CTMS, monitor metrics like AHT, quality scores and SLAs, and contribute to continuous improvement
• Collaborate with Finance, Quality, Supply Chain, Commercial and Technology teams

Required profile

• 5-8 years of experience in customer service, order management, order-to-cash, supply chain or contact center operations
• B2B and/or B2C experience preferred; exposure to GxP-regulated environments is a plus
• Bachelor's degree preferred (or equivalent professional experience)
• Experience with global teams or U.S.-based companies is an advantage

Required skills

• CRM and case management tools (Salesforce Service Cloud); working knowledge of SAP preferred
• Excellent verbal and written communication, empathy and de-escalation skills
• Ability to work in a metrics-driven, fast-paced environment with attention to detail and compliance