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

Job Description

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.

Job Responsibility

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
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
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
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
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

Requirements

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
Excellent verbal communication skills with a professional and confident phone presence
Strong written communication 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
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

Nice to have

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
Experience working with global teams or U.S.-based companies is an advantage

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

Job Description

Job Responsibility

Requirements

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