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Reports to: Customer Service Operations Manager

Compensation Range: $48,000-$62,000 Annually + Incentives & Benefits

(Compensation varies based on experience and education)

The Opportunity

The Cary Company is seeking a working supervisor 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. This role is a proven launchpad for growth as many of our company leaders began their careers in Customer Relations.

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.

+ 2+ years in customer service or order management OR a strong interest and willingness to participate in our Leadership Trainee Program.

+ 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. This role has been a spring board to other leadership opportunities within the organization.

P erks

+ 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.

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