Sr. Associate Customer Experience

Amgen Inc; Hyderabad; On-site; INR 600,000 - 800,000; Full time

Job summary

A global biopharmaceutical company is seeking a Customer Experience Sr. Associate in Hyderabad, India. This role is critical in delivering high-quality customer support and ensuring efficient order-to-cash execution. Key responsibilities include addressing customer inquiries across various channels and utilizing tools like SAP and Salesforce. The ideal candidate should have strong communication skills and the ability to solve problems effectively. This position supports customer satisfaction and operational excellence in line with the company’s values.

Qualifications

• Strong focus on delivering customer support and resolving inquiries.
• Ability to follow established procedures and standards.
• Comfort with digital tools and data entry.

Responsibilities

• Serve as a primary contact for customer inquiries across channels.
• Process customer orders and manage status inquiries effectively.
• Support clinical customer service activities as needed.

Skills

Customer-centric mindset

Effective communication skills

Problem-solving ability

Attention to detail

Ability to manage multiple tasks

Tools

SAP

Salesforce Service Cloud

Job description

Role Overview

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 Amgens 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 Amgens Values and culture.

Key Responsibilities

Customer Experience Service Delivery

• 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.

Order-to-Cash Execution

• 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.

Clinical Customer Service Support (if applicable)

• 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.

Digital Tools, Data Documentation

• 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.

Continuous Improvement Collaboration

• 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.

Key Skills Capabilities

• 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.