Customer Service Manager

Job Description

Job Description

Customer Service Manager

Location : Addison, IL (On-site)

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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