Sr. Associate Customer Experience & Engagement - GCX Order-to-Cash
Operations Maintenance & Support
Posted: 2 weeks ago
Posted: 2 weeks ago
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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 Amgens 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 Amgens 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 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.
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 to on-time order fulfillment and cash collection objectives.
3. Clinical Customer Service Support (If Applicable)
- 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.
4. Documentation, Compliance Quality
- 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.
5. Digital Tools, Data Continuous Improvement
- 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.
Key Skills Capabilities
Communication Customer Engagement
- Excellent verbal communication skills with a professional and confident phone presence.
- Strong written communication skills with clear, concise, and grammatically accurate email responses.
- Ability to tailor communication style based on customer type, urgency, and regulatory context.
- Strong empathy, rapport-building, and de-escalation skills.
Operational Technical 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 across multiple systems.
- Ability to work effectively in a metrics-driven environment.
Professional Effectiveness
- 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 in evolving global service environments.
Qualifications Experience
- 58 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.
- Bachelors degree preferred (or equivalent professional experience).
- Experience working with global teams or U.S.-based companies is an advantage.
Skills
B2BOrder To CashCash CollectionManagementSystemB2CCollectionsCashOperationsOrder ManagementCustomer SatisfactionCustomer ServiceLogisticsOrder ProcessingSupply ChainDeliveryIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
Amn Technologies Ltd is a computer software company based out of 145-157 St John Street, London, United Kingdom. Industries: Software Development. It's a private unlisted company and is classified as'company limited by shares'. Company's authorized capital stands at Rs 60.0 lakhs. AMN TECHNOLOGY PRIVATE LIMITED is a private limited Indian company based in Bangalore, India and it was officially incorporated on 29/12/2014.
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