About the position
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. TriLink Biotechnologies is seeking a #MiracleMaker to join our commercial team as Customer Service Representative II. In this role, you will be responsible for managing both custom and catalog orders, ensuring a seamless experience for our customers. Success in this position requires a strong understanding of custom order processes, product specifications, and effective cross-functional collaboration.
Responsibilities
- 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.
Requirements
- 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.
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.
