This role will be part of Amgen’s Procure to Pay team within Global Business Services. The Customer Support Associate is responsible for handling customer inquiries and escalations related to the Procure to Pay function. This position is responsible for engaging appropriate stakeholders including suppliers for timely resolution of inquiries. The person will be responsible for ensuring customer satisfaction and escalate issues to the appropriate Amgen personnel as required, as well as interfacing with the BPO customer support team to address common issues and queries.
Act as surge support for customer inquiries not handled by the BPO team
Conducts reports to understand cycle time and consistent issues‘
Identifies opportunities for improvement to address common issues
Reviews customer inquiries within the Amgen Procure to Pay function (requisitioning, goods receipt, accounts payable)
Utilizes customer helpdesk playbook to identify appropriate action and resolution
Engages appropriate parties to resolve issues; parties may include Amgen requesters, Amgen Sourcing teams, Suppliers, other Procure to Pay team members, and outsourced provider
Act as an escalation point for BPO customer support team
Escalate non-standard inquiries to customer support lead
Track resolutions for timely completion
Responsible for driving customer satisfaction through timely and accurate resolution of customer queries
Ensure compliance to internal and external policies, regulations and laws within the Contract to Pay process
Associate's degree and 4 years of Finance experience
High school diploma / GED and 6 years of finance experience
2 or more years’ experience in Procure to Pay Customer Support
Experience working for a Global corporation
Strong written, verbal communication and inter-personal skills
Intermediate level knowledge of office tools e.g. MS Excel
Be customer focused and have a problem solving attitude
Ability to multi-tasking and working with short timelines
Take complete ownership of assigned activities
Be a team player, help the team to meet critical deliverables
Amgen discovers, develops and delivers innovative human therapeutics. A biotechnology pioneer since 1980, Amgen was one of the first companies to realize the new science’s promise by bringing safe, effective medicines from lab, to manufacturing plant, to patient. Amgen therapeutics have changed the practice of medicine, helping millions of people around the world in the fight against cancer, kidney disease, rheumatoid arthritis, and other serious illnesses. With a deep and broad pipeline of potential new medicines, Amgen remains committed to advancing science to dramatically improve people’s lives.
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, or disability status.