Customer Service Representative II

Your next role as a Miracle Maker 

Maravai LifeSciences is seeking a #MiracleMaker to join our Customer Service team as a Customer Service Representative II (CSR II). As a CSR II, you will play a critical role in handling custom and catalog orders, building on the foundational responsibilities of a CSR I. This role requires a strong understanding of custom order processes, product specifications, and cross-functional collaboration to ensure seamless execution of customer requests. The CSR II acts as a liaison between customers and internal teams, ensuring orders are processed accurately and in compliance with contractual obligations and regulatory requirements. Additionally, you will provide guidance to CSR I team members and contribute to process improvement initiatives. 

How you will make an impact: 

• Serve as a primary point of contact for customers, managing custom orders alongside catalog orders via phone, email, and other communication channels.  
• Review and process customer orders, including custom requests, ensuring accuracy in pricing, product details, and documentation.  
• Coordinate with internal teams such as Sales, Planning, Manufacturing, and Quality to fulfill internal and external requests.  
• Interpret customer requirements, statements of work (SOWs), and contracts to ensure proper order setup and fulfillment.  
• Track and proactively manage order timelines, milestones, and deliverables, escalating potential delays or challenges as needed.  
• Investigate and resolve order discrepancies, billing issues, and fulfillment concerns in collaboration with internal stakeholders.  
• Support training and mentorship of CSR I team members, sharing knowledge on custom order processes and system navigation.  
• Maintain compliance with company policies, GMP guidelines (as applicable), and industry best practices for documentation and customer interactions.  
• Provide technical product information and guidance to customers, escalating more complex inquiries when necessary.  
• Participate in continuous improvement projects, offering insights to enhance efficiency and customer satisfaction.  
• Perform other duties and responsibilities as assigned.  

 The skills and experience that you will bring: 

• 2+ years of customer service experience in manufacturing, biotech, or life sciences with an Associate's degree in business, life sciences, or a related field preferred. 
• 1+ year of experience with a relevant Bachelor's degree or higher in business, life sciences, or related field  
• Associate’s or Bachelor’s degree in business, life sciences, or a related field preferred.  
• At least 1 year of customer service experience, preferably in a manufacturing, biotech, or life sciences environment.  
• Familiarity with custom order management, contract interpretation, and regulatory compliance.  
• Experience with ERP and CRM systems (e.g., NetSuite, Salesforce) required.  
• Strong analytical skills with attention to detail and accuracy.  
• Ability to prioritize multiple tasks while maintaining excellent customer service.  
• Effective verbal and written communication skills for both customer and internal interactions.  
• Problem-solving mindset with a proactive approach to addressing customer needs.  
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word) and order processing software.  

The anticipated salary range for this position is $25.00 - $27.00. The salary offer will depend on multiple factors which may include the successful candidate's skills, experience and other qualifications, as well as the location of the role. 

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