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Customer Service Manager

Compensation: $70,000–$80,000 annually + incentives & benefits

(Compensation varies based on experience and education)

The Opportunity The Cary Company is seeking a dynamic and hands-on Customer Service Manager to lead our high-performing Customer Relations team. This role is ideal for a service-driven leader who thrives on coaching teams, resolving complex customer challenges, and elevating the customer experience. You’ll be both a strategic leader and a frontline contributor—ensuring our service operations run smoothly while championing a culture of excellence and accountability.

What You’ll Do

Lead a High-Impact Team

+ Manage, mentor, and develop a team of 10 Customer Relations Specialists + 1-2 Team Lead

+ Conduct regular coaching sessions, performance reviews, and team huddles

+ Monitor daily workflows and adjust staffing to meet service level targets

Champion the Customer Experience

+ Serve as the escalation point for complex customer issues

+ Analyze service metrics and implement improvements

+ Promote a customer-first mindset across the team and organization

Drive Operational Excellence

+ Oversee order processing

+ Lead root-cause analysis for recurring service issues and implement long-term solutions

+ Collaborate with Sales, Warehouse, and Logistics to ensure seamless order fulfillment

Be a Cross-Functional Connector

+ Act as the voice of the customer in cross-departmental initiatives

+ Partner with internal teams to streamline processes and remove friction from the customer journey

What You’ll Bring

+ Bachelor’s degree or equivalent experience

+ 3+ years of experience in a customer service leadership role

+ Proven ability to lead teams in a fast-paced, high-volume environment

+ Strong communication, conflict resolution, and decision-making skills

+ Proficiency in CRM/ERP systems and Microsoft Office Suite

+ A passion for service excellence and continuous improvement

Why This Role Matters As the Customer Service Manager, you’ll be the support between our customers and our operations. Your leadership will directly impact customer loyalty, team morale, and Cary’s reputation for delivering exceptional service.

Perks & Benefits

+ Medical, Dental, Vision Insurance

+ Life and Supplemental Insurance

+ Short Term Incentive Plan (STIP)

+ 401K + Profit Sharing

+ Health Reimbursement Account (HRA)

+ Cafeteria Plan

+ Childcare Reimbursement Program

+ 9/80 Scheduling Option & Flex Fridays (after 1 year)

+ Seasonal company events, yoga, and more

About The Cary Company

+ Founded in 1895

+ Over 240 employees across 7 locations nationwide

+ Specializes in rigid packaging and industrial filtration

+ Newly renovated headquarters in Addison, IL

+ Strengths-based approach to employee development

+ Privately owned and culture-driven

Our Culture

+ Autonomy, connectedness, and confidence in your role

+ Regular 1:1s instead of traditional performance reviews

+ Employee-led committees like Culture Committee and Cary Cares

+ Supportive, upbeat environment where curiosity and collaboration are encouraged

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

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