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 robust 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
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.
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