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Sr. Associate Customer Experience

India, Hyderabad · Job Posted March 04, 2026
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Job Description

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.

Job Responsibility

  • 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
  • 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
  • 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
  • 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
  • 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

Requirements

  • 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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