Delaware Resource Group

Global Customer Service Manager

Job Locations US-OK-Oklahoma City
Posted Date 2 weeks ago(3/12/2018 2:33 PM)
Job ID
# of Openings


DRG Professional Services is currently seeking a expereinced Customer Service Manager to support global manufacturing operations in Oklahoma City. 



  • Direct and ensure accurate and timely order processing, including order entry, shipment tracking and invoicing to assure on time delivery of product to customers.
  • Select, coach, and develop the CSR staff to a world-class professional level. Provide for regular training, coaching, and career discussions.
  • Ensure Customer Service activities comply with all financial control requirements (including SOX, GAAP, IFRS, etc.).
  • Provide oversight and direction to internal/external audit coordination.
  • Lead the OTC team in achieving no SOX material weakness and/or deficiencies with any weaknesses noted being remediated promptly on agreed-upon timeline. 
  • Ensure Customer Service transactions comply with all applicable domestic and foreign regulatory bodies.
  • Participate in the development, management and analysis of operating budgets.
  • Ensure the month-end transactional close process is executed in a timely and accurate manner to enable the financial close process to proceed.
  • Direct activities around customer master data to ensure accurate customer data reporting and financial accounting.
  • Direct activities around revenue recognition, pricing, accruals and rebates to ensure accurate and timely accrual and rebate processing to ensure accurate financial reporting.
  • Monitor the Customer Service key performance indicators measuring service levels and costs. Measure performance against these KPIs and develop action plans to exceed targets.
  • Direct CSR activities and customer communications related to price increases, order lead times, monthly/quarterly/annual financial close, and production allocation and availability issues.
  • Develop and implement standard customer inventory management functions, including consignment inventory procedures and vendor managed inventory procedures.
  • Monitor customer complaints and respond within agreed timing guidelines for complaints. Resolve issues associated with customer complaints in a timely, complete manner.
  • Maintain close relationships and coordinate activities with stakeholders.
  • Accountable to provide Customer Service coverage between the agreed hours for the Customer Service department.
  • Direct all activities related to Customer Service to operate safely.
  • Represents the commercial organization for the annual financial audit process, and is responsible for ensuring all audit requests are satisfied.



  • Education: Bachelor's Degree Required 
  • 10+ years of experience in manufacturing-oriented customer service functions.
  • Experience with SAP is desired.
  • An experienced facilitator who can work with all organization levels of both internal and external customers.
  • An excellent communicator both verbally and in writing.


The Company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information or any other characteristic protected by law.


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