Customer Service Associate

Customer Success Associate

The Cary Company is a forward-thinking industrial distribution company committed to excellence in customer experience, innovation, and employee development. Our culture is built on collaboration, integrity, and continuous improvement. We strive to create an environment where employees can thrive and contribute to our mission of providing exceptional products and services.

Position Overview

We are seeking an ambitious, energetic individual to join our team as a Customer Success Associate. This role is perfect for someone who thrives on managing multiple priorities while delivering exceptional customer service. You will support customers by processing orders, preparing quotes, resolving issues, coordinating with internal teams, and helping ensure a seamless customer experience. The ideal candidate is organized, customer-focused, curious, and eager to contribute to the success of both our customers and our company.

The role works closely with customers, Account Management, Operations, Purchasing, Accounting, and Warehouse teams to deliver a positive customer experience while supporting business growth.

Responsibilities

• Deliver exceptional customer experience by responding promptly and professionally to customer inquiries via phone and email.
• Process customer orders, quotes, and transactions accurately and efficiently.
• Track and communicate order status, shipment updates, and delivery timelines to customers.
• Collaborate with Account Managers, Operations, Purchasing, and Warehouse teams to ensure timely and accurate order fulfillment.
• Resolve customer questions, concerns, and issues professionally and effectively.
• Maintain accurate and organized customer records within company systems.
• Identify opportunities to recommend additional products, services, or solutions that create value for customers.
• Build strong customer relationships that promote satisfaction, loyalty, and repeat business.
• Continuously seek opportunities to improve the customer experience and operational efficiency.

Qualifications

• Associate's or Bachelor's degree preferred
• Proven experience in a customer service role a plus
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and customer-focused mindset
• Proficiency in Microsoft Office Suite and customer service software
• Ability to multitask and prioritize in a fast-paced environment
• Detail-oriented with high accuracy in order processing
• Knowledge of packaging materials and products is a plus
• Bilingual (Spanish/English) is a plus

Perks & Benefits

• Medical, Dental, Vision Insurance
• Life and Supplemental Insurance
• Short-Term Incentive Plan
• Company-Funded Profit Sharing
• HRA & Cafeteria Plan
• Seasonal Company-Sponsored Events
• Work/Life Balance Initiatives
• Childcare Reimbursement Program
• 9/80 Scheduling Option (after 1 year)

About Us

• Established in 1895
• Grew from 30 employees in 2005 to over 240 today
• Locations: Addison, IL (HQ), Indianapolis, IN, Pittsburgh, PA, Salt Lake City, UT, Jurupa Valley, CA, Livermore, CA, Charlotte, NC
• Distribute rigid packaging products and industrial filtration
• Recently renovated corporate office/warehouse in Addison
• Privately owned, focused on autonomy, connectedness, and confidence in your role

Culture Highlights

• Strengths-based approach to leverage what employees enjoy and excel at
• 24 structured one-on-one meetings per year (replaces traditional performance reviews)
• Mentorship and guidance from experienced leaders
• Committees: Culture Committee and Cary Cares
• Fun Fridays, Weekly Yoga, and other events
• Core Values: Growth, Positivity, Customer Driven, Spirited Work Ethic, In This Together
• People who thrive here are positive, open-minded, curious, customer-focused, and supportive of co-workers