Mgr Customer Service I
Amgen View all jobs
- Hyderabad, Telangana
- Permanent
- Full-time
- Lead and manage daily operations of assigned customer service teams, ensuring delivery of best-in-class customer experience.
- Drive improvements in customer satisfaction, response times, resolution quality, and service reliability.
- Act as an escalation point for complex customer issues, ensuring timely resolution and root cause mitigation.
- Ensure consistent execution of global GCX-OTC service models, SOPs, SLAs, and KPIs.
- Oversee OTC activities within scope, including order management, customer inquiries, product and distribution complaints, and dispute resolution.
- Ensure adherence to global OTC processes, controls, and performance standards.
- Partner closely with Finance, Supply Chain, Quality, Compliance, Commercial, Technology/IS, and outsource partners to resolve issues and optimize workflows.
- Support alignment and harmonization of service processes across commercial and digital customer channels.
- Monitor team performance using dashboards, reports, and key metrics to identify trends and improvement opportunities.
- Leverage platforms such as SAP, Salesforce Service Cloud/eCommerce, Celonis, and UiPath to enhance service efficiency and accuracy.
- Ensure accurate documentation and system usage across customer interactions and transactions.
- Contribute to analytics initiatives that illuminate customer experience pain points and operational gaps.
- Lead and support continuous improvement initiatives focused on process optimization, automation, and service quality.
- Apply a “perfection through iteration” mindset by testing, learning, and refining solutions.
- Support transformation initiatives and change management efforts within GCX-OTC operations.
- Stay current on industry trends, customer service best practices, and digital capabilities.
- Lead, coach, and develop team leads and customer service agents, building strong engagement and performance.
- Set clear goals, expectations, and accountability aligned with business objectives.
- Promote and model Amgen Values and GCX-OTC culture, fostering a positive and inclusive employee experience.
- Manage performance, feedback, and development planning in a fast-paced, global environment.
- Support workforce planning, onboarding, and capability building for current and future needs.
- Strong customer-centric mindset with a focus on operational execution.
- Proven people leadership skills, including coaching, performance management, and team development.
- Solid analytical and problem-solving skills with the ability to use data to drive decisions.
- Understanding of business objectives and ability to align customer service outcomes accordingly.
- Comfort with digital tools, CRM/ERP systems, and performance dashboards.
- Strong cross-functional collaboration and stakeholder management skills.
- Change agility, resilience, and a continuous improvement mindset.