Customer Service Representative II
Customer Service Representative II
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Job Description
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 worlds 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 Maravais 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 crossfunctional collaboration.
If you are looking to make an impact and grow your career in a dynamic and supportive environment wed love to hear from you!
Your next role as a Miracle Maker
- 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.
How you will make an impact:
- Associates or bachelors 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.
- Problemsolving 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 $24 $26 per hour. In addition highly competitive longterm incentives in the form of company equity bonus participation and company sponsored benefits are provided as part of the total compensation package. The salary offer will depend on multiple factors which may include the successful candidates skills experience and other qualifications as well as the location of the role.
#LIOnsite
The benefits of being a #MiracleMaker:
- 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 ourBenefits & growth site at view more opportunities to become a #MiracleMaker visit our career site at LifeSciences is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex including sexual orientation and gender identity national origin disability protected Veteran Status or any other characteristic protected by applicable federal state or local law.
Click here to view Maravai LifeSciences Privacy Notice
HIRING SCAM ALERT
Recently individuals impersonating Maravai LifeSciences Human Resources members have offered fraudulent interviews and job offers to unsuspecting candidates. To help protect you from these scam artists please be aware that:
- Maravai LifeSciences will never interview a candidate over RingCentral similar messaging apps or social media (e.g. Telegram Google Hangouts WhatsApp Facebook Messenger etc.
- Maravai LifeSciences will never send a company check or ask an applicant to pay a fee or purchase at home work/training materials in connection with an application for employment.
- Maravai LifeSciences will never provide excess money to an applicant and ask the applicant to write a check for repayment.
If you have any doubt about a job offer or any other communication purporting to come from Maravai LifeSciences please reach out to us directly at . If you believe you have been a victim of fraud you can report this activity at: 3 or .
Required Experience:
Unclear Seniority
Employment Type
Hourly
