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Customer Financial Services Manager

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Date: Jul 29, 2019

Location: Lansdale, PA, US

Company: Dorman Products

A Customer Financial Services Manager (CFSM) at Dorman Products is responsible for managing all facets of the credit and accounts receivable functions for an assigned portfolio of accounts.  CFSM will also oversee cash receipts operations and customer invoice delivery systems.  CFSM directly supervises a staff for assigned portfolio and serves as assistant manager to Director-CFS to oversee entire CFS operation during absence of Director.  CFSM will provide various monthly reports (ie. customer trade AR results) and quarterly reports (ie. AR reserve analysis as part of company overall financial reporting), and other reports as assigned.

Responsibilities and Essential Duties

  • Coach, lead, develop, staff to handle all credit and AR functions of assigned portfolio of accounts.
  • Independently manage all collections and deductions of accts in portfolio to maximize cash flow, minimize delinquency, and minimize exposure to bad debt and sales concessions related to uncollectible AR.  Manage all workflows that support customer and team schedules to maximize collection and accounts receivable productivity.  Improve / change processes as needed and keep manager/supervisor apprised of changes.
  • Provide / ensure timely review of all applications for credit service within portfolio of assigned accounts.  Analyze credit / business risk and assign credit limits within scope of authority or make recommendations to management on limits outside of scope of authority. 
  • Ensure daily management of credit hold reports for portfolio of accounts.  Review and release orders or keep on credit hold as appropriate.  
  • Design workflows for teams to follow and establish customer portfolios for team members to handle.
  • Handle difficult collection cases.
  • Provide sales credit request analysis (weekly) to ensure all credits due customers are delivered in timely fashion.
  • Manage reporting of AR performance metrics.               
  • Perform periodic Sarbanes-Oxley testing to ensure compliance with documented procedures.
  • Participate in cross functional projects that impact sales and accounts receivable in ERP system.
  • Develop and maintain strong relations with key contacts in customer finance and other departments of top accounts in portfolio to facilitate timely and amicable AR discrepancy resolutions which require direct involvement.  Utilize independent judgment and discretion in directly contacting customers, establishing conference calls as necessary, and/or facilitate establishment of customer visits as needed and within travel budget. 
  • Develop and maintain proficiency in utilizing customer self-service web portals to gather, analyze, and interpret information for timely and complete AR discrepancy resolution.
  • Develop and maintain proficiency and success in utilizing high-tech and low-touch approach to support portfolio of higher volume of customers, or with lower volume of high transaction / highly automated customers.  
  • Develop and maintain strong relationships with Dorman Sales and Operations teams for accounts to provide them with necessary information and reports, and provide direction to resolve AR / process / financial / sales issues.  Identify and exhaust resolution resources internally before approaching sales for assistance and to engage their customer counterparts in purchasing and operations for assistance.
  • Develop and maintain proficiency with all ERP functions related to Customer Financial Services operation – from customer establishment/maintenance through cash application.   
  • Maintain working knowledge of EDI life cycle.  Gather, analyze, and interpret information to support collection work.  Perform route-cause analysis to correct errors with Dorman and customer EDI teams.  Support all customer requests for EDI capabilities.
  • Manage accounts according to agreements including credit terms and conditions, pricing structures, and rebate and promotional allowances to facilitate prompt credit issuance service.  Attend / participate in quarterly agreement review meetings with sales for top accounts.
  • Liaison with Dorman MDO (Master Date Organization) to maintain all customer master records for assigned portfolio. 
  • Ensure accurate and timely invoice delivery for all accounts in portfolio.  Continually support increase of invoice and statement automated delivery (email and fax) and resulting decrease in costs associated with direct mailing.  Understand and follow processes required by customers to ensure proper manual and electronic/EDI invoicing, and to ensure proper steps are taken to resolve all invoice discrepancies and aged deduction discrepancies that require special handling.
  • Manage customer receivables draft programs (aka factoring) for top accts from request to analysis to preparation of large volume and complex listing of receivables for Dorman CFO approval to sell.  Also provide first analysis in preparing files for cash apps.
  • Maintain working knowledge of Dorman general ledger and cash management activities to oversee and support accounts receivable activities related to both individual and department portfolios.  Interact with Dorman A/P and General Accounting as needed to support special accounting needs.
  • Reporting (CDS Quarterly Accrual, MEMA Monthly, other) – Compile / deliver reports as assigned. (i.e. cash discount analysis, variable rebate analysis for top accts, retail CDS, bad debt analysis, MEMA A/R reports, misc. deductions)
  • Analyze AR operations as part of continual process improvement.  Make recommendations for improvements.  Solve system problems with Dorman I/T department.
  • Provide overall CFS operations supervision during absence of CFS Director.
  • Identify and implement improvements to the CDS and Rebate accrual processes
  • Remain cross-trained to other CFS department disciplines to support operation as needs arise.



  • Bachelor’s Degree – Accounting / Finance preferred
  • 3 plus years supervisory experience preferably in finance office setting
  • 5 years in corporate finance (preferably with publicly traded companies) working with customers, accounts receivable, sales, and general accounting.
  • Effective written and verbal communication skills.
  • Advanced Excel skills.
  • SAP experience in SD and FI modules.
  • Business Objects experience a plus.
  • EDI experience a plus.
  • Background in contract review and interpretation especially related to customer / supplier relationships a plus.
  • Organized and detail oriented to be able to meet deadlines




Dorman Products, Inc. is an equal opportunity employer; we value a combination of ideas, perspectives and cultures. EEO/AA Employer M/F/D/V.

Nearest Major Market: Philadelphia

Job Segment: Financial, ERP, Outside Sales, Accounts Receivable, Financial Sales, Finance, Technology, Sales