Associate Customer Experience & Insights

Career Category

Supply Chain

Job Description

Join Amgen’s Mission of Serving Patients

At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.

Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.

Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

Associate, Customer Experience & Order-to-Cash (Pharma/Healthcare)

What you will do

Let’s do this. Let’s change the world. In this vital role you will plays a key role in enhancing customer satisfaction, strengthening loyalty, and elevating the overall quality of service interactions. This role supports both customer-facing and internal operational activities by leveraging working knowledge of defined Order-to-Cash (OTC) processes and digital tools.

The Associate supports day-to-day service excellence by processing orders, billing activities, and claims within established workflows ensuring customer satisfaction.  The position contributes to continuous improvement activities and supports operational initiatives.

Customer Experience Management

• Maintain strong customer relationships and accurately capture customer feedback.
• Escalate complex or non-standard issues received through phone, email, and digital channels, ensuring timely, accurate, and customer-focused resolution.
• Works with internal teams and managers to resolve routine issues.

Operational & Process Excellence

• Follow procedures and guidelines to support day-to-day operations
• Document customer interactions including compliments, complaints, and technical issues.
• Build working knowledge of OTC processes to ensure operational documentation remains current, compliant, and reflective of best practices.
• Participates in user acceptance testing (UAT) or pilots as assigned, following test scripts and guidance.
• Contribute to troubleshooting operational challenges that impact customer experience or service reliability.

Performance Measurement

• Collect and track customer feedback and service data to support analysis by senior team members.
• Support to maintain and improve service performance metrics reports, as required.

CX Strategy & Journey Management

• Provides feedback on customer pain points and improvement opportunities when requested.
• Support annual CX objectives and participate in regional and in-market CX initiatives.
• Work closely with Marketing, Quality, Sales, Account Management, Finance, Billing, and Supply Chain teams to address day-to-day issues and drive consistency across touchpoints

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The vital attribute professional we seek is a type of person with these qualifications.

Basic Qualifications:

• Bachelor’s degree and 1 year of experience OR
• Associate’s degree and 2 years of experience
• Fluent Spanish and English required; French or Portuguese proficiency is a plus.

Preferred Qualifications:

• French or Portuguese is a plus.
• Customer Experience Management.
• Working Knowledge of OTC processes.
• Customer-Centric Mindset & Service Orientation.
• Problem-solving with defined guidelines.
• Collaboration and effective communication with cross-functional teams.
• Reliability, accuracy and follow-through.
• Flexibility, especially in the period of month/quarter/year-end closing.

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Apply now and make a lasting impact with the Amgen team.

careers.amgen.com

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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