Senior Customer Service Representative

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 play a critical role in handling custom and catalog orders, building on the foundational responsibilities of a CSR I/II. 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. Additionally, you will provide guidance to the 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 which may include the successful candidate's skills, experience and other qualifications, as well as the location of the role. 

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