Customer Service Representative
Soho Paper
In-Person | 66 Okner Parkway, Livingston, NJ 07039
Full-Time | Monday–Friday, 9:00 AM–5:00 PM
About Soho Paper
Soho Paper is a premium stationery and paper-conversion company working closely with designers, stationers, and creatives across the country. We specialize in custom envelopes, paper goods, printing, and finishing services.
We pride ourselves on being detail-oriented, responsive, and genuinely pleasant to work with.
We are looking for a Customer Service Representative who is naturally friendly, organized, and enjoys helping people. This role is a key part of our daily operations and customer experience.
Position Overview
This is a full-time, in-person position working closely with our Office Manager and a small team of designers and production staff.
You will be one of the main points of contact for our customers via email and phone.
Responsibilities:
Customer Communication
- Respond to customer emails with professional etiquette
- Order status updates
- Revising orders (adding, canceling, adjusting before processing)
- Creating resend orders (mistakes, errors, corrections)
- Checking inventory and availability
- Proactively updating customers on delays or issues
- Answer incoming phone calls
- Assist with placing and modifying orders
- Provide order status updates
- Handle resend orders
- Check inventory
- Direct complex custom order questions to senior staff
Order & Internal Coordination
- Communicate with designers and production staff to clarify order details
- Follow up on quotes and customer requests
- Help resolve small order issues
- Create invoices (after training)
- Support general administrative tasks related to orders
Tools Used
- Gmail (email communication)
- Miva Merchant (order management & invoicing)
- Google Sheets and Google Docs
Basic understanding of graphic design concepts is helpful but not required.
Qualifications
- Friendly, professional, and positive demeanor
- Comfortable speaking on the phone
- Strong written communication skills
- Detail-oriented and organized
- Comfortable using computers and learning new software
- Fluent in English
- Customer service experience is a plus, but not required
- Print, stationery, or design experience is a plus, but not required
- A craft, artistic, or creative background or hobby is highly valued and helpful in understanding our customers and products
Pay & Growth Structure
This position includes clear, skill-based pay progression:
- $18/hour – Training Phase
Learning systems, products, and workflows
- $19/hour – Independent Customer Support
Once able to independently handle approximately 90% of basic emails and phone calls
- $20/hour – Advanced Knowledge & Invoicing
Once able to independently create approximately 90% of invoices and demonstrate strong understanding of industry basics and Soho Paper services
Additional growth opportunities are available for employees who take on new skills, including:
- Design and production
- Printing and manufacturing
- Administrative and managerial responsibilities
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
- Paid time off
- Professional development assistance
Work Location: In person
