Customer Service Representative II

TriLink BioTechnologies • San Diego, CA

7d • $25 - $27 • Onsite

About The Position

Maravai LifeSciences is seeking a Customer Service Representative II (CSR II) to join their Customer Service team. This role is crucial for handling custom and catalog orders, building upon the responsibilities of a CSR I. The position requires a strong understanding of custom order processes, product specifications, and cross-functional collaboration to ensure the seamless execution of customer requests. The CSR II will act as a liaison between customers and internal teams, ensuring orders are processed accurately and in compliance with contractual obligations and regulatory requirements. Additionally, this role will provide guidance to CSR I team members and contribute to process improvement initiatives.

Requirements

• 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.

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.

Benefits

• Potential to change, improve, and save lives around the world.
• Opportunity to be a part owner in Maravai through RSU grants and optional employee stock purchase plans.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree