Senior Customer Service Representative
Maravai LifeSciences, San Diego, CA, United States
Maravai LifeSciences translates extraordinary science into everyday miracles, helping biotech, biopharma, and life sciences companies deliver vaccines, therapeutics, and diagnostics. We are global leaders in nucleic acid production and biologics safety testing for biopharma, vaccine, diagnostics, and cell and gene therapy companies.
At Maravai, we believe that diverse perspectives drive innovation. We foster an inclusive culture where every team member brings their best to work, leading together to deliver differentiated value to customers and enable the miracles of science. For over 35 years, Maravai’s portfolio companies have supported lifesaving technology; we are now leading the way in the expanding mRNA market.
Your next role as a Miracle Maker
Maravai LifeSciences is seeking a
#MiracleMaker
to join our Department team as a Job Title. As a Senior Customer Service Representative (Sr. CSR), you will handle custom and catalog orders, building on the foundation of CSR I/II responsibilities. This role requires a strong understanding of custom order processes, product specifications, and cross‑functional collaboration to ensure seamless execution of customer requests. The Sr. CSR acts as a liaison between customers and internal teams, ensuring orders are processed accurately and in compliance with contractual obligations and regulatory requirements. You will also provide guidance to CSR 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 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 functions and duties as required. The skills and experience that you will bring: Associate’s or bachelor’s degree in business, life sciences, or a related field preferred. At least 4–6 years 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 $30.00 - $33.00. The salary offer will depend on multiple factors including the candidate's skills, experience, and other qualifications, as well as the location of the role. The benefits of being a #Miracle Maker: Potential to change, improve, and save lives around the world. Opportunity to participate in equity programs through RSU grants and optional employee stock purchase plans. Comprehensive medical plans and HSA/FSA options. Fertility and family planning assistance. Additional optional benefits and insurance options, including pet insurance. Retirement contributions. Holidays and Paid Time Off. Benefits may vary by region and employment type and do not apply to temporary employees or contractors. See a comprehensive list of benefits at our Benefits & Growth site. Maravai LifeSciences is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws. Fraud alert: Maravai LifeSciences will never interview candidates via RingCentral or similar apps, will never ask applicants to pay fees or purchase training materials, and will never provide excess money and ask for repayment. If you have any doubt about a job offer or other communication, contact taops@maravai.com.
#J-18808-Ljbffr
#MiracleMaker
to join our Department team as a Job Title. As a Senior Customer Service Representative (Sr. CSR), you will handle custom and catalog orders, building on the foundation of CSR I/II responsibilities. This role requires a strong understanding of custom order processes, product specifications, and cross‑functional collaboration to ensure seamless execution of customer requests. The Sr. CSR acts as a liaison between customers and internal teams, ensuring orders are processed accurately and in compliance with contractual obligations and regulatory requirements. You will also provide guidance to CSR 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 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 functions and duties as required. The skills and experience that you will bring: Associate’s or bachelor’s degree in business, life sciences, or a related field preferred. At least 4–6 years 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 $30.00 - $33.00. The salary offer will depend on multiple factors including the candidate's skills, experience, and other qualifications, as well as the location of the role. The benefits of being a #Miracle Maker: Potential to change, improve, and save lives around the world. Opportunity to participate in equity programs through RSU grants and optional employee stock purchase plans. Comprehensive medical plans and HSA/FSA options. Fertility and family planning assistance. Additional optional benefits and insurance options, including pet insurance. Retirement contributions. Holidays and Paid Time Off. Benefits may vary by region and employment type and do not apply to temporary employees or contractors. See a comprehensive list of benefits at our Benefits & Growth site. Maravai LifeSciences is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws. Fraud alert: Maravai LifeSciences will never interview candidates via RingCentral or similar apps, will never ask applicants to pay fees or purchase training materials, and will never provide excess money and ask for repayment. If you have any doubt about a job offer or other communication, contact taops@maravai.com.
#J-18808-Ljbffr