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Customer Relations - Team Lead

Customer Relations - Team Lead

The Cary CompanyAddison, IL, US
29 days ago
Job type
  • Full-time
  • Quick Apply
Job description

Location :

  • Addison, IL (On-site) 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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    Team Lead • Addison, IL, US

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