Customer Service Manager

Location:

Addison, IL (On-site)

Compensation: $70,000–$80,000 annually + incentives & benefits (Compensation varies based on experience and education)

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.

• Lead a high‑impact team of 10 Customer Relations Specialists and 1‑2 Team Leads: manage, mentor, develop, conduct coaching sessions, performance reviews, huddles, and monitor workflows to meet service level targets.
• Champion the customer experience: serve as escalation point for complex customer issues, analyze service metrics, and 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 collaborate with Sales, Warehouse, and Logistics to ensure seamless order fulfillment.
• Act as a cross‑functional connector: be the voice of the customer in cross‑departmental initiatives, partnering with internal teams to streamline processes and remove friction from the customer journey.

• 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.

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

• Medical, Dental, Vision Insurance
• Life and Supplemental Insurance
• Short Term Incentive Plan (STIP)
• 401(k) + 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

• Founded in 1895
• 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

• Autonomy, connectedness, and confidence in your role
• Regular 1:1s instead of traditional performance reviews
• Employee‑led committees such as Culture Committee and Cary Cares
• Supportive, upbeat environment encouraging curiosity and collaboration
• Core values:
  Growth, Positivity, Customer Driven, Spirited Work Ethic, In This Together

• Mid‑Senior level

• Full‑time

• Other

• Internet Publishing