Senior Customer Service Representative

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.

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.

How you will make an impact:

• 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 asrequired.

The skills and experience that you will bring:

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

#LI-Onsite

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.

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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: or .