Customer Service Representative II

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 equitableculture 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 Customer Service team as a Customer Service Representative II (CSR II) . As a CSR II, y ou will play a critical role in handling custom and catalog orders, building on the foundational responsibilities of a CSR I. This role requires a strong understanding of custom order processes, product specifications, and cross-functional collaboration to ensure seamless execution of customer requests. The CSR II 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 CSR I 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,