31 Jul
|
AMGEN
|
Hyderabad
Career Category
Supply Chain
Job Description
Role Overview
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.
Key Responsibilities
1. Customer Experience & Engagement
- 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 robust 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.
2. Order-to-Cash (OTC) Execution
- 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 t
📌 Sr. Associate Customer Experience (Hyderabad)
🏢 AMGEN
📍 Hyderabad