New

Customer Service Representative II

Maravai LifeSciences
paid time off
United States, California, San Diego
Feb 01, 2025
Who we are: Maravai LifeSciences translates extraordinary science into everyday miracles, helping biotech, biopharma, and life sciences companies everywhere deliver novel vaccines, therapeutics, and diagnostics. We are global leaders in providing products and services within the fields of nucleic acid production and biologics safety testing to many of the world's leading biopharma, vaccine, diagnostics, and cell and gene therapy companies. At Maravai, we believe that diverse perspectives are the foundation of innovation. Through an inclusive and equitable culture where every team member is inspired to bring their best selves to work, we cultivate an environment in which we can lead together, providing differentiated value to our customers, and enabling the miracles of science. For over 35 years, Maravai's portfolio companies have served as a catalyst for innovative, lifesaving technology for humanity. Pioneering nucleotide research since its inception, we are now leading the way in the rapidly expanding mRNA market. Your next role as a Miracle Maker 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. How you will make an impact: 2+ years of customer service experience in manufacturing, biotech, or life sciences with an associate's degree in business, life sciences, or related preferred. 1+ years of experience with a relevant bachelor's degree or higher in business, life sciences, or related field. 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 $24 - $26 per hour. In addition, highly competitive long-term incentives in the form of company equity, bonus participation and company sponsored benefits are provided as part of the total compensation package. 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. #LI-Onsite The benefits of being a #MiracleMaker: 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 ourBenefits & growth site at https://www.maravai.com/careers/benefits-and-growth/ To view more opportunities to become a #MiracleMaker, visit our career site at https://www.maravai.com/careers/ 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 federal, state, or local law. Click here to view Maravai LifeSciences Privacy Notice HIRING SCAM ALERT Recently, individuals impersonating Maravai LifeSciences Human Resources members have offered fraudulent interviews and job offers to unsuspecting candidates. To help protect you from these scam artists, please be aware that: Maravai LifeSciences will never interview a candidate over RingCentral, similar messaging apps or social media (e.g. Telegram, Google Hangouts, WhatsApp, Facebook Messenger, etc.) Maravai LifeSciences will never send a company check or ask an applicant to pay a fee or purchase at home work/training materials in connection with an application for employment. Maravai LifeSciences will never provide excess money to an applicant and ask the applicant to write a check for repayment. If you have any doubt about a job offer or any other communication purporting to come from Maravai LifeSciences, please reach out to us directly at taops@maravai.com. If you believe you have been a victim of fraud, you can report this activity at: www.iC3.gov or www.stopfraud.gov.