CUSTOMER SERVICE

Seaman Paper Company • Gardner, MA • 7h ago

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
departments Duties & Responsibilities: Receive, review, and accurately
enter customer purchase orders into the order management system Monitor
order timelines, ship dates, and routing instructions; coordinate with
production, scheduling, and shipping departments to meet customer
delivery expectations Proactively communicate any order changes, delays,
or specification issues with both customers and internal stakeholders
Complete customer documentation such as item setup forms, spec sheets,
vendor agreements, and compliance questionnaires Maintain 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 times
Research and resolve customer deductions or chargebacks by obtaining
proof of delivery (POD), issuing credit memos, or filing disputes as
appropriate Work with the credit department and customers to resolve
billing discrepancies and short payments Monitor inventory levels of
custom items and raw materials; trigger production or purchasing to
replenish stock as needed Provide inventory availability updates to
customers upon request Coordinate sample requests and ensure timely
delivery of product samples for customer review or approval Initiate and
manage customer quality concern reports; track issues through resolution
with QA and production teams Ensure 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 requirements Support cross-functional
initiatives and perform additional duties as assigned Qualifications
High School Diploma or equivalent required; Associate?s or Bachelor?s
degree preferred 2+ years of customer service, order processing, or
inside sales experience in a manufacturing or converting environment
Prior experience in the paper, printing, or packaging industry strongly
preferred Proficiency in Microsoft Excel; experience with ERP/order
management systems (NetSuite, Radius, or similar) Strong attention to
detail and commitment to accuracy Excellent written and verbal
communication skills Strong math, analytical, and problem-solving skills
Ability to manage competing priorities and meet tight deadlines
Customer-first attitude with a professional, team-oriented mindset
Flexibility to adapt to changing priorities and willingness to support
other departments as needed Background in accounting, finance, or print
production is a plus Work 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 ENVIRONMENT: Occasional reaching,
pushing, pulling, standing, lifting.

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