Customer Service Manager

Customer Relations Manager

The Cary Company is seeking a working manager to lead a small but mighty Customer Relations team while actively handling customer interactions. This role blends hands-on service with leadership responsibilities, ensuring our customers receive exceptional support while the team meets and exceeds performance goals.

What You'll Do Lead & Supervise

Directly supervise 3-4 Customer Relations Specialists, providing coaching, feedback, and performance evaluations.

Schedule and balance workloads to maintain service levels.

Conduct daily huddles and weekly 1 : 1s to align priorities and address challenges.

Work Alongside the Team

Handle escalated customer inquiries and complex order issues.

Process orders, track shipments, and maintain CRM accuracy when needed to support peak demand.

Drive Service Excellence

Monitor KPIs (response time, order accuracy, CSAT) and implement improvements.

Resolve escalations diplomatically and ensure root-cause analysis for recurring issues.

Collaborate Cross-Functionally

Partner with Sales, Warehouse, and Logistics to ensure on-time, accurate deliveries.

Advocate for the customer in process improvement initiatives.

What You'll Bring

Bachelor's degree or equivalent experience.

3+ years in customer service management

Strong communication, problem-solving, and multitasking skills.

Proficiency in CRM / ERP systems and Microsoft Office Suite.

Ability to lead by example in a fast-paced environment.

Why This Role Matters

You'll be the bridge between leadership and frontline service, ensuring smooth operations while developing your team and maintaining Cary's reputation for world-class customer care.

Perks

Medical, Dental, Vision Insurance

Life and Supplemental Insurance

Short Term Incentive Plan (STIP)

401K Provision

Profit Sharing

HRA

Cafeteria Plan

Seasonal company sponsored events

Work / Life Balance

Childcare Reimbursement Program

9 / 80 Scheduling Option (following 1 year of employment)

Flex Fridays (following 1 year of employment)

A little about the company

Been around since 1895.

Grown from 30 employees in 2005 to 60 in 2010 and now over 240.

Locations in Addison, IL (Headquarters), Indianapolis, IN (2018), Pittsburgh, PA (2019), Salt Lake City, UT (2021), Jurupa Valley, CA (2021), Livermore, CA (2021), Charlotte, NC (2023).

We distribute rigid packaging products and industrial filtration.

We have a beautiful newly renovated corporate office / warehouse in Addison.

We have a strengths-based approach working to leverage what the employee likes to do and is good at doing.

Privately owned

We work to build autonomy, connectedness and confidence in your role

Employees get 2-4 structured one-to-one meetings with their supervisor per year (replaces traditional performance review with a 2-way discussion)

We have various committees employees can join (Culture Committee and Cary Cares)

Fun Friday's, Weekly Yoga, and other company events are some highlights (check out our Facebook page)

Core Values : Growth, Positivity, Customer Driven, Spirited Work Ethic, In This Together

People that are successful in our culture / company have the following characteristics

Positive / optimistic

Open Minded, but still look for ways to make our systems better

Curious / Inquisitive

Customer-Focused (ease of doing business for our customers)

Supportive of Co-workers

The Cary Company prides itself on its fun, upbeat culture, providing a comfortable work / life balance and a supportive team environment. Enjoy working at an steady pace, and with knowledgeable co-workers who together create a customer-centric and professional team.