Customer Service Representative (CSR)

Location: Leominster, MA
Department: Customer Service
Employment Type: Full-Time
Schedule: Monday–Friday
Compensation: $25.00–$29.00 per hour

Build Customer Relationships. Keep Orders Moving. Deliver Results.

Why Join Seaman Paper?

At Seaman Paper, we're more than a paper company. We're a global leader in specialty paper and sustainable packaging solutions driven by innovation, long-term partnerships, and environmental responsibility.

As a family-owned company with operations across North America, Europe, and Asia, we combine stability with a forward-thinking mindset.

Our employees help create innovative paper-based alternatives that reduce reliance on single-use plastics, improve sustainability, and support customers worldwide. With a people-first culture, strong community involvement, and a commitment to continuous improvement, Seaman Paper offers an opportunity to build a meaningful career while making a positive impact on the future.

Innovate. Grow. Make a Difference. Join Seaman Paper.

About the Role

Seaman Paper is looking for a detail-oriented and customer-focused Customer Service Representative to support our customers and internal teams. This role is responsible for managing customer orders, coordinating delivery schedules, resolving account issues, and ensuring customers receive accurate and timely information.

You'll work closely with customers, vendors, and internal departments, including Production, Scheduling, Shipping, Quality, and Accounting, to keep orders moving and maintain strong customer relationships.

The ideal candidate has experience in customer service or order processing within a manufacturing, printing, or packaging environment and is comfortable managing multiple priorities in a fast-paced setting.

What You'll Do

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

• Monitor order status, production timelines, ship dates, and routing instructions to help ensure on-time delivery.

• Coordinate with Production, Scheduling, and Shipping to address order requirements and delivery expectations.

• Communicate order changes, delays, and specification issues to customers and internal teams.

• Complete customer documentation, including item setup forms, product specifications, vendor agreements, and compliance questionnaires.

• Maintain and distribute customer-specific requirements, including shipping instructions, labeling guidelines, and compliance standards.

• Respond to customer requests for product specifications, Safety Data Sheets (SDS), and production lead times.

• Research and resolve customer deductions, chargebacks, billing discrepancies, and short payments in coordination with Accounting and Credit.

• Obtain proof of delivery, issue credit memos, and submit disputes when appropriate.

• Monitor inventory levels for custom products and raw materials and coordinate replenishment with Production or Purchasing.

• Provide customers with inventory availability updates and coordinate product sample requests.

• Manage customer quality concerns by working with Quality Assurance and Production teams to track issues through resolution.

• Maintain accurate customer and product information in the ERP system.

• Develop a strong understanding of Seaman Paper's custom-printed and converted paper products, including materials, finishes, packaging formats, and customer requirements.

• Support cross-functional projects and additional department needs as assigned.

Who We're Looking For

We're looking for someone who takes pride in delivering excellent customer service, staying organized, and following through on commitments.

You'll be a strong fit if you have:

• High school diploma or equivalent required; associate's or bachelor's degree preferred.

• 2+ years of experience in customer service, order processing, or inside sales, preferably in a manufacturing or converting environment.

• Experience in the paper, printing, or packaging industry strongly preferred.

• Proficiency in Microsoft Office, particularly Excel.

• Experience with ERP or order management systems such as NetSuite, Radius, or similar platforms.

• Strong attention to detail and a commitment to accuracy.

• Excellent written and verbal communication skills.

• Strong math, analytical, and problem-solving abilities.

• Ability to manage competing priorities and meet deadlines.

• A customer-first attitude and professional, team-oriented approach.

• Flexibility to adapt to changing priorities and support other departments when needed.

Additional Experience That Is a Plus:

• Accounting or finance experience.

• Print production or converting industry experience.

Physical Requirements & Work Environment

This position primarily involves office-based work, including regular computer and telephone use. Responsibilities may also require occasional reaching, pushing, pulling, standing, and lifting. The ability to sit, stand, walk, climb stairs, and occasionally lift or move up to 20 pounds is required. Driving may be necessary as business needs require.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Work Authorization

Applicants must be authorized to work in the United States.

Equal Opportunity Employer

Seaman Paper is an Equal Opportunity Employer. We are committed to providing a workplace where employment decisions are based on qualifications, skills, experience, and business needs.

Ready to Join Seaman Paper?

If you're customer-focused, detail-oriented, and enjoy working with customers and internal teams to keep business moving, we'd like to hear from you.

This job description is not intended to be a comprehensive list of all duties, responsibilities, or activities required of the employee. Duties, responsibilities, and activities may change at any time based on business needs.