Associate Supply Chain – Customer Success Front Office

Category: Supply Chain
Job ID: R-70793
Employment Type: Full time
Location: Netherlands – Breda
Posted Date: February 7, 2019

Amgen is a values-based organization with a powerful sense of shared purpose toward our mission: to serve patients. We provide the capabilities, resources, and rewards of a global enterprise, while maintaining the entrepreneurialism and pioneering spirit that marked our early days as a biotechnology innovator.

At Amgen Breda (ABR) medicines are labelled, assembled, stored and eventually shipped to various countries worldwide. Amgen Breda receives its products as semi-manufactured goods, which are then packed country-specific, stored and eventually shipped to various

countries worldwide.

Every day more than 600 people in the Netherlands are working on supply chain processes, Engineering, marketing and sales of our medicines and clinical research into new medicines

We encourage our team members to have fulfilling and meaningful careers through challenging assignments, career development, and valuable opportunities such as this:

Associate Supply Chain – Customer Success Front Office

What are your responsibilities?

Customer Care

  • Unique first point of contact for customers, affiliates and Local Service Providers (LSPs).
  • Call- and mail handling with Customers, affiliates and LSPs.
  • Develops and maintain good relationships with internal/external customers (affiliate, physician, pharmacist, wholesaler, hospital, distributor etc, other ABR departments), and LSPs
  • Exchanges complex information with customers to solve problems within Amgen’s procedures and/or provide ongoing support to ensure customers are satisfied.
  • Discusses, accepts, enters and follows up on customer service complaints.
  • Identifies & Initiates process improvements to decrease number of service complaints

Order management

  • Executes track and trace on daily basis, follows up on delays, and signs off reports
  • Executes returns for all ordertypes, credit and debit notes, follows up timely release

Customer Master Data

  • Sets-up new customer; Initiates (e-)form, follows-up with affiliate and the new customer, and performs Customer Master Data entry
  • Maintains and updates Customer Master Data requests.


  • Ensures knowledge of GMP/GDP and job related training is up to date.
  • Handles and resolves service/transport issues (including track & trace)
  • Identifies and initiates process improvements
  • Provides input for the monthly (country) KPIs.
  • Provides departmental support upon request

What do you need to be successful in this role?

  • MBO 4 and higher
  • Fluency in multiple languages (Fluency in English, both in oral and written communication + 1 native/excellent level language required in the team)
  • Minimum 1 to 2 years of related experience in customer service or sales
  • Ability to shift between tasks in a dynamic environment and work within diverse, international group of people
  • Experienced in working with automated systems (computer bases business systems) like MS-Office
  • Advanced communication skills
  • Customer and services focused
  • High quality standards with regards to work

Preferred Requirements

  • Education in Economics, Business Administration Supply Chain Management or related area
  • Computer skills and ERP experience
  • Experience with issue handling in a Supply Chain environment
  • Problem solving skills
  • Ability to set priorities and timely escalation

Why join Amgen?

Amgen is a Fortune 150 company and one of the world’s leading biotechnology companies operating in nearly 100 countries around the world. We are a values-based company, deeply rooted in science and innovation to transform new ideas and discoveries into medicines for patients with serious illnesses.

We invest in highly skilled, dedicated and collaborative individuals who are ready to contribute to our mission in meaningful ways and make a difference in the lives of our patients. That’s why, we provide you with valuable opportunities to broaden your experience and maximize your potential in a modern working environment.

We encourage open dialogue and professional debate, and we collaborate with world-class talent and institutions around the globe. We believe in rewarding those who do rewarding work and are committed to providing careers that can help turn the tide of serious, life-interrupting illnesses.

The recruitment process
The high-level recruitment process is as follows: resume screening, assessment invitation, face to face interviews.

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