Specialist, Global Customer Experience

6 months ago

Mississauga, Canada Amgen Full time

**HOW MIGHT YOU DEFY IMAGINATION?**

You’ve worked hard to become the professional you are today and are now ready to take the next step in your career. How will you put your skills, experience and passion to work toward your goals? At Amgen, our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies, reaching over 10 million patients worldwide. Come do your best work alongside other innovative, driven professionals in this meaningful role.

**Specialist, Global Customer Experience & Business Performance (Americas Region)**:
**Live**:
**What you will do**

Let’s do this. Let’s change the world. In this vital role you will be responsible to support the activities of the regional Order To Cash (OTC) organization for Amgen Supply Chain. In this role, the Specialist will assist with strategic direction, support development of the digital and CX roadmap, and support the execution of the order-to-cash process following industry best practices. This position routinely interacts cross functionality with finance, treasury, supply chain, commercial operations and Amgen Medical Information to increase efficiency and ensure scalability.

You will partner with key collaborators across the Americas Business Customers to drive faster adoption, greater utilization, higher proficiency, and simplification efforts across the region’s transformation initiatives.

We are seeking someone with a demonstrated history of successful vendor/account/customer relations, using customer insight and data to identify and prioritize opportunities. Flexibility and the ability to prioritize in a changing business environment will be a key to success. Our team culture is goal-oriented, collaborative, and driven to achieve results. We seek an individual who is motivated by a fast-paced and highly entrepreneurial environment.
- Ensures robust omni-channel customer service, order fulfillment, and invoicing services performed for authorized trading partners and direct customers
- Effectively support recall and returns processes per policy including processing of replacements and credits
- Ensures pulse on customer is maintained and that evolving needs are monitored by building strong relationships with customers fostered by gathering feedback in real-time
- Support the execution of customer journey maps to enable collective feedback from customer to derive meaningful insights for improvements
- Analyzes customer feedback and suggest improvements internally based on the insights gathered
- Mobilizes Ops to support new product launches, LCM activities, and projects
- Support accurate and compliant execution of Amgen’s policies and procedures (SOX, Quota, Quarter-end management)
- Translates developments and projects initiated by affiliates into actions and projects
- Functions as the supply chain OTC expert for product launches and line extensions.
- Collaborate with global CX & OTC and cross-regional OTC stakeholders to mature business processes, share best practices and identify opportunities for improvement
- Advise on global OTC process & documentation
- Assess regional impact of global process & documentation changes
- Implement OTC transformation initiatives at the regional level
- Maintains strong working relationship with Amgen affiliates and Distribution partners to ensure service levels are met and/or exceeded Identifies ways to improve supply chain processes to ensure the highest quality, lowest cost and shortest lead time

**Win**:
**What we expect of you**

We are all different, yet we all use our unique contributions to serve patients. The professional we seek is an individual with these qualifications.

**Basic Qualifications**:
Bachelor’s degree

**OR**:
College diploma and 4 years of pharmaceutical related experience

**Preferred Qualifications**:

- Working knowledge of French
- Working Knowledge of Spanish
- Experience in Order to Cash process
- Knowledge of SAP
- Strong organizational and interpersonal skills
- Attention to detail
- Ability to balance multiple tasks
- Demonstrated time management skills
- Ability to work in a team environment and/or independently as needed
- Practical experience in patient care
- Outstanding computer and keyboarding skills (proficient in Microsoft Office)

**Thrive**:
**What you can expect of us**

As we work to develop treatments that take care of others, we also work to care for our teammates’ professional and personal growth and well-being.

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

**for a career that defies imagination**

Objects in your future are closer than they appear. Join us.

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