Customer Service Lead

Customer Service Lead

Since 1965, Stoneridge has designed and manufactured advanced, award-winning technologies including driveline and transmission actuation systems, vision systems, emissions control systems, safety systems, and security and monitoring systems for vehicle OEMs in the commercial vehicle, automotive, off-highway and agricultural vehicle markets. We're focused on the areas of greatest market need – both today and tomorrow. Our core products and technologies are aligned with industry megatrends including safety and security, vehicle intelligence, fuel efficiency and emissions. Join the Stoneridge Team as we continue to build upon our strong history and reputation for quality products to deliver innovative products and systems that address a need, exceed our customers' expectations, and motivate our team.

Position Summary: The Customer Service Lead serves as the primary point of contact for customers and leads the Customer Service team in managing customer accounts and processing incoming orders via EDI. This role is responsible for monitoring customer releases, ensuring timely and accurate order processing, and coordinating product delivery. The Coordinator will utilize J.D. Edwards (JDE) and Microsoft Power BI to analyze daily reports, identify potential issues, and drive timely resolutions. The position also supports continuous improvement efforts to enhance the overall customer experience, working cross-functionally with Sales, Business Development, Planning, and Operations teams.

Key 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.

Team Leadership & Development

• 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.

Customer Experience Enhancement

• 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.

Continuous Improvement

• 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.

This description reflects the primary responsibilities of the position. Other duties may be assigned as needed by management to support business objectives.

Qualifications: Education: Bachelor's degree in Business or a related field.

Experience: 3–5 years of customer service or account management experience in the automotive or manufacturing industry. Prior experience with JDE and EDI systems preferred.

Skills & Competencies: 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

Stoneridge is an Equal Employment Opportunity Employer. We do not discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, marital status, mental or physical disability, genetic information, veteran status or any other characteristic protected by the applicable laws in the countries we operate. Stoneridge also prohibits harassment of applicants or employees based on any of these protected categories.