Customer Service Representative

Seaman Paper, headquartered in Leominster, Massachusetts, is a leading global manufacturer of environmentally sustainable specialty paper and packaging solutions. The family-owned company has been making paper in Massachusetts since 1946. Over the last decade, Seaman Paper has grown domestic and global manufacturing operations to meet the needs of their customers worldwide. The company’s paper-based, sustainable solutions help customers protect what is most important to them.Job Summary: The CSR is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with vendors and team members in management and various other departmentsDuties & ResponsibilitiesReceive, review, and accurately enter customer purchase orders into the order management systemMonitor order timelines, ship dates, and routing instructions; coordinate with production, scheduling, and shipping departments to meet customer delivery expectationsProactively communicate any order changes, delays, or specification issues with both customers and internal stakeholdersComplete customer documentation such as item setup forms, spec sheets, vendor agreements, and compliance questionnairesMaintain and distribute up-to-date customer-specific guidelines (e.g., shipping manuals, labeling requirements, compliance standards)Address requests for MSDS (Material Safety Data Sheets), product specs, and production lead timesResearch and resolve customer deductions or chargebacks by obtaining proof of delivery (POD), issuing credit memos, or filing disputes as appropriateWork with the credit department and customers to resolve billing discrepancies and short paymentsMonitor inventory levels of custom items and raw materials; trigger production or purchasing to replenish stock as neededProvide inventory availability updates to customers upon requestCoordinate sample requests and ensure timely delivery of product samples for customer review or approvalInitiate and manage customer quality concern reports; track issues through resolution with QA and production teamsEnsure customer-specific product records are accurate and updated in the ERP system (e.g., NetSuite, Radius, or similar)Develop a strong understanding of the company’s custom-printed and converted paper products, including substrates, finishes, packaging formats, and compliance requirementsSupport cross-functional initiatives and perform additional duties as assignedQualificationsHigh School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred2+ years of customer service, order processing, or inside sales experience in a manufacturing or converting environmentPrior experience in the paper, printing, or packaging industry strongly preferredProficiency in Microsoft Excel; experience with ERP/order management systems (NetSuite, Radius, or similar)Strong attention to detail and commitment to accuracyExcellent written and verbal communication skillsStrong math, analytical, and problem-solving skillsAbility to manage competing priorities and meet tight deadlinesCustomer-first attitude with a professional, team-oriented mindsetFlexibility to adapt to changing priorities and willingness to support other departments as neededBackground in accounting, finance, or print production is a plusWork Authorization: Must be eligible to work in the United States.EEO Statement: Seaman Paper is an equal opportunity employer.Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.Physical Demands And Work EnvironmentOccasional reaching, pushing, pulling, standing, lifting. Ability to use office equipment including computers, photocopiers, fax machines, telephones, etc.The physical demands and work environment described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is frequently required to sit, stand, walk, talk, use a keyboard, use a telephone and climb stairs. The employee must occasionally lift and/or move up to 20 pounds. The employee must have the ability to drive a vehicle as needed.