Customer Service Representative II

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.

Pay

• 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.

Benefits

• You have the potential to change, improve, and save lives around the world.
• You have the opportunity to be a part owner in Maravai through RSU grants and optional employee stock purchase plans.
• We offer comprehensive medical plans and HSA/FSA options.
• Fertility & family planning assistance.
• A variety of additional optional benefits and insurance options, including pet insurance.
• Retirement contributions.
• Holidays & 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 at https://www.maravai.com/careers/benefits-and-growth/