Senior Customer Service Representative

Maravai Life Sciences 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.

Maravai Life Sciences 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.

Maravai Life Sciences is seeking a #Miracle Maker 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.

• 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 Net Suite (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 Net Suite 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.

• 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…