Senior Customer Service Representative

Role Summary

Senior Customer Services Representative at Glen Research within Maravai LifeSciences. You will be responsible for delivering high-quality, end-to-end customer experience while enabling effective sales execution. Serving as a critical interface between customers, Sales, Operations, and Finance, you will ensure accurate order processing, timely fulfillment, pricing integrity, and proactive issue resolution aligned with the Glen Research brand.

Reporting to the Director, Customer Service, this role operates with a high degree of autonomy and accountability. The ideal candidate brings strong technical aptitude, process discipline, and a customer-centric mindset in a fast-paced life sciences environment where precision and cross-functional collaboration are essential.

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.

Qualifications

• Required: High School Diploma or GED with a minimum of 5 years of experience in customer service, customer experience, order management, or sales operations.
• Preferred: Associate or bachelor's degree.
• Required: Strong experience working with ERP systems (NetSuite preferred) and CRM platforms (Salesforce preferred).
• Required: Demonstrated ability to manage complex orders, custom requests, and cross-functional workflows.
• Required: High attention to detail with strong organizational, prioritization, and time management skills.
• Required: Excellent verbal, written, and customer-facing communication skills.
• Required: Proficient in Microsoft Office (Excel, Outlook, Word).
• Preferred: Experience in a B2B, scientific, or life sciences environment.

Education

• High School Diploma or GED required; associate or bachelor's degree preferred.