Customer Service Representative

Duties & Responsibilities

• Receive, review, and accurately enter customer purchase orders into the order management system
• 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
• 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

• A high school diploma or equivalent required; an 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
• A customer-first attitude with a professional, team-oriented mindset
• Flexibility to adapt to changing priorities and willingness to support other departments as needed

Work Authorization

Must be eligible to work in the United States.

EEO Statement

Seaman Paper is an equal opportunity employer.