Specialist, Global Customer Experience & Business Performance (Americas Region)
Amgen
- Mississauga, ON
- Permanent
- Full-time
- 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
- Support outsource provider, Accenture, to respond to escalated customer queries in a timely and effective manner, via phone, email, or chat applications.
- 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
- 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)