Customer Service Manager

The Cary Company•Addison, IL

3d•$70,000 - $80,000•Onsite

About The Position

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.

Requirements

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

Responsibilities

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