Customer Relations - Team Lead

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.

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.