Stoneridge · 2 days ago
Customer Service Lead
Columbus, Ohio Metropolitan Area
Full-time
Onsite
Mid Level
3+ years expStoneridge is a company that designs and manufactures advanced technologies for vehicle OEMs in various markets. The Customer Service Lead serves as the primary contact for customers, managing accounts and processing orders while leading the customer service team to enhance the overall customer experience.
Manufacturing
Responsibilities
Act as the main liaison for customer inquiries, orders, and issue resolution
Lead the entry, monitoring, and tracking of sales order releases
Ensure timely and accurate fulfillment of customer orders
Monitor incoming EDI orders and customer account activity
Analyze JDE and Power BI reports to proactively address order or delivery issues
Supervise and direct Customer Service staff
Define clear team roles and responsibilities based on skills and business needs
Develop and implement a structured training and cross-training program
Provide coaching and support to improve team performance and ensure process consistency
Define and track Key Performance Indicators (KPIs) to measure customer satisfaction
Lead initiatives to improve communication and response across all customer touchpoints: phone, email, CRM, and ERP platforms
Develop strategies to continually improve the overall customer experience
Identify and lead process improvement initiatives centered on customer service and efficiency
Train and engage the team in continuous improvement and problem-solving methodologies
Foster a culture of adaptability and innovation within the department
Qualification
Required
Bachelor's degree in Business or a related field
3–5 years of customer service or account management experience in the automotive or manufacturing industry
Strong leadership and communication skills across all organizational levels
Proficiency in Microsoft Office; experience with JDE and CRM tools preferred
Proven ability to lead continuous improvement initiatives using Lean methodologies
Strong customer focus with a bias for action and resolution
Ability to build trust, promote transparency, and adapt to change
Strategic thinker who values coaching, team development, and business results
Preferred
Prior experience with JDE and EDI systems preferred
Experience with JDE and CRM tools preferred
Company
Stoneridge
Stoneridge is a independent designer and manufacturer of highly engineered electrical and electronic components, modules and systems
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1997-10-10IPO
Leadership Team
James Zizelman
President and Chief Executive Officer
Matthew Horvath
Chief Financial Officer
Recent News
Morningstar.com
2025-11-06
2025-10-24
2025-08-07
Company data provided by crunchbase