Senior Customer Service Representative

Maravai LifeSciences • Sterling, VA

5h • Onsite

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.
Your next role as a Miracle Maker
Maravai LifeSciences is seeking a #MiracleMaker to join our commercial team as a Senior Customer Services Representative. As a Senior Customer Services Representative you will be responsible for delivering high-quality, end-to-end customer experience while enabling effective sales execution at Glen Research. Serving as a critical interface between customers, Sales, Operations, and Finance, this role ensures accurate order processing, timely fulfillment, pricing integrity, and proactive issue resolution aligned with the Glen Research brand.
Reporting to the Director, Customer Service, this senior individual contributor role operates with a high degree of autonomy and accountability. The ideal candidate brings strong technical aptitude, process discipline, and a customer-centric mindset, thriving in a fast-paced life sciences environment where precision, responsiveness, and cross-functional collaboration are essential.

Requirements

• High School Diploma or GED required with a minimum of 5 years of experience in customer service, customer experience, order management, or sales operations; associate or bachelor's degree preferred.
• Strong experience working with ERP systems (NetSuite preferred) and CRM platforms (Salesforce preferred).
• Demonstrated ability to manage complex orders, custom requests, and cross-functional workflows.
• High attention to detail with strong organizational, prioritization, and time management skills.
• Excellent verbal, written, and customer-facing communication skills.
• Proficient in Microsoft Office (Excel, Outlook, Word).

Nice To Haves

• Experience in a B2B, scientific, or life sciences environment preferred.

Responsibilities

• Serve as a primary point of contact for customer inquiries, orders, and issue resolution, providing timely, professional, and solutions-oriented support.
• Accurately process customer orders, custom packaging, and custom trimer requests within NetSuite (ERP), ensuring data integrity and compliance.
• Prepare and manage customer quotes in partnership with the Sales team, maintaining pricing accuracy and margin discipline.
• Coordinate order flow with Laboratory, QA/QC, Manufacturing, and Shipping teams to ensure accurate, on-time fulfillment.
• Support Sales through account-level order execution, customer communication, onboarding support, data analytics, and follow-through sales opportunities.
• Monitor order status, fulfillment timelines, and service performance; proactively identify and resolve exceptions or escalations.
• Process returns, credits, and rework requests, coordinating closely with Procurement/QA/QC, Labs, and Accounting.
• Maintain accurate customer records, licenses, documentation, and compliance requirements within NetSuite and related systems.
• Qualify and route inbound and marketing-generated inquiries, supporting opportunity progression while ensuring a seamless handoff to Sales.
• Identify recurring issues, process gaps, and improvement opportunities that enhance customer experience, service consistency, and sales efficiency while adhering to ISO 9001:2015 standards.
• Monitor and report on key performance indicators.
• Perform other functions and duties as required.

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/

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED