Customer Service Manager

Customer Relations Manager Opportunity

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.

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 Fridays, 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.