Customer Service Manager
hace 11 días
Addison
Job Description Location: Addison, IL (On-site) Reports to: Customer Service Manager Compensation Range: $70-80k Annually + Incentives & Benefits (Compensation varies based on experience and education) The Opportunity The Cary Company is seeking a working manager 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. What You’ll DoLead & 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., • 3+ years in customer service management, • Strong communication, problem-solving, and multitasking skills., • Proficiency in CRM/ERP systems and Microsoft Office Suite. Perks • 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. Powered by JazzHR gwnfI1I2Gt