Operations Cost & Customer Service Manager

Composed of Chromalox, Durex Industries, Vulcanic, and Thermocoax businesses, Electrical Thermal Solutions (ETS), part of Spirax Group, creates electrical process heating and temperature management solutions, including industrial heaters and systems, heat tracing, and a range of component technologies.

At Chromalox, we build advanced thermal technologies for the world’s most challenging industrial heating applications.

Headquartered in Pittsburgh, Pennsylvania, we got our start with an innovative solution 100 years ago when a self-taught engineer invented the first metal-sheathed resistance heating element. It was this then-advanced thermal technology that launched an entire industry.

We excel in industries that have high expectations. We are acknowledged as experts at delivering solutions that exceed specifications, limit risk, and reduce operating costs. 

Join us as we continue to provide solutions to our customers and the world!

The Role

The Senior Operations Cost & Customer Service Manager is a key member of the plant leadership team responsible for driving profitability improvements, overseeing financial and cost analysis activities, and leading the customer service function at Chromalox. This role integrates operational finance expertise with customer service leadership to strengthen performance across the plant, improve customer experience, and support strategic decision-making.

The ideal candidate brings strong knowledge of manufacturing cost flows, proven experience leading direct reports, and the ability to influence cross-functionally across Finance, Operations, Engineering, Procurement, and Customer Service. This position offers a unique opportunity to support bottom-line improvement, enhance customer support processes, and drive meaningful operational and financial impact.

Your Responsibilities

Customer Service Leadership

• Lead, develop, and mentor the customer service team to ensure high-quality, timely, and accurate support to internal and external customers.
• Manage daily workflows, performance metrics, and service-level expectations.
• Partner with Operations, Sales, Planning, and Supply Chain to resolve escalated customer issues.
• Implement and maintain standard operating procedures that improve responsiveness, order accuracy, and overall customer experience.
• Identify and execute process improvements that enhance customer satisfaction and operational efficiency.
  
  

Operations Cost Analysis & Financial Support

• Collect, interpret, and analyze cost information, including variances between quoted, standard, and actual costs.
• Identify root causes of cost variances and work with stakeholders to support corrective actions.
• Assist in month-end closing activities and financial reporting in partnership with the Plant Controller.
• Review and validate continuous improvement (CI) savings and track financial impacts.
• Support physical inventory processes and ensure accuracy in cost-related data. Procurement & Supply Chain Alignment
• Provide analytical insights to support cost-effective purchasing decisions and supply chain optimization.
• Review and analyze significant purchase price variances (PPV) and collaborate with Procurement on corrective actions.
  
  

Data Insights & Process Improvement

• Transform complex financial and operational data into clear, actionable insights for leadership.
• Identify process gaps and lead improvements across both the cost analysis and customer service functions.
• Support cross-functional initiatives focused on operational efficiency, data accuracy, and cost control.
  
  

Compliance & Audit Support

• Ensure adherence to internal policies, procedures, and audit requirements. Support internal and external audit requests as needed with accurate and timely documentation.
  
  

Special Projects

• Perform additional cost analysis, financial modeling, customer service assessments, and improvement initiatives as assigned by the Plant Controller or site leadership.
  
  

Requirements

• Degree in Accounting, Finance, Business, or a related field; or equivalent experience considered.
• Experience in a manufacturing environment, including collaboration with engineering, operations, procurement, or supply chain teams.
• Strong understanding of manufacturing processes, including BOMs, routings, labor reporting, standard costing, and overhead allocations.
• Proven experience leading direct reports, including coaching, performance management, and workflow oversight.
• Prior experience managing or supporting a customer service function strongly preferred.
• Proficiency with ERP and accounting systems (e.g., JDE, SAP, Oracle).
• Advanced Excel and strong Microsoft Office skills.
• Strong analytical and problem-solving skills with the ability to synthesize and communicate complex data.
• Effective communication and interpersonal skills with the ability to collaborate across all organizational levels.
• Ability to balance multiple priorities and adapt in a fast-paced, dynamic environment.
• Strong attention to detail, organizational skills, and a commitment to continuous improvement.
  
  

At Chromalox, we are not just an employer but a champion of equal opportunities and inclusivity. We are dedicated to fostering a workplace that adheres to the highest hiring standards and is free from discrimination and harassment.

Chromalox is an equal opportunity employer; our commitment extends to all aspects of employment, ensuring that no individual is mistreated or discriminated against based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as defined by federal, state, or local laws.