Customer Service Supervisor at Swagelok Minnesota – Williston, North Dakota

Are you a customer-focused leader who thrives on developing people, driving excellence, and creating exceptional experiences? We are seeking a Customer Service Supervisor to join our team in Williston, North Dakota. This is an opportunity to lead a high-performing team in a collaborative office environment where accountability, support, and continuous improvement are at the core of how we operate. We take pride in working together, owning our results, and always striving to deliver a world-class customer experience.

We are an authorized sales and service center for Swagelok Company and have been serving customers since 1966. Our organization provides high-quality components, custom assemblies, and technical expertise across a wide range of industries. As a growing, values-based company, we emphasize transparency, teamwork, and intentional decision-making. We are committed to developing our people through hands-on training, offering meaningful growth opportunities, and supporting a culture where every team member can contribute and succeed.

In this role, you will ensure a high-quality customer experience for assigned accounts and walk-in customers, while leading and developing your team through ongoing coaching, training, and feedback. You will play a key role in driving alignment with our culture across Swagelok Minnesota | North Dakota | Appleton, proactively addressing challenges and identifying opportunities for improvement. Responsibilities also include supporting quote and order entry processes, conducting regular one-on-one meetings, providing sales support from a customer service perspective, and resolving site or customer issues as they arise. Success in this role requires strong leadership, communication, and problem-solving skills, along with a proactive and team-oriented mindset.

This position is based fully on-site in our Williston office, Monday through Friday from 8:00 a.m. to 4:30 p.m.

We offer a comprehensive benefits package, including medical, dental, and vision insurance; highly competitive paid time off and sick time; 10 paid holidays; an incentive reward plan; HSA employer contributions; life insurance; short- and long-term disability coverage; and a 401(k) plan with company match.

If you are ready to lead a team, make an impact, and grow your career within a supportive and values-driven organization, we encourage you to apply. Click to complete our quick, 3-minute application, and our team will follow up with you soon.

Position Summary:

The Customer Service Supervisor is responsible for leading a customer service team to deliver accurate, timely, and consistent support to customers. This role oversees daily order management activities, resolves escalated issues, and provides ongoing coaching and guidance to ensure strong performance and alignment with company processes and culture. In addition to supervisory responsibilities, the Customer Service Supervisor manages a portfolio of assigned customer accounts, providing direct customer service support and relationship management. This role builds strong customer and internal relationships, drives continuous improvement, and develops a solid understanding of customer needs, products, and systems to support positive customer experience and overall business success.

Essential Duties & Key Responsibilities:

• Deliver consistent, accurate, and timely customer service across all tiered customers

• Oversee and support order, quote, return, and schedule change processing

• Resolve escalated customer issues effectively and professionally

• Foster strong, positive relationships with customers and internal teams

• Lead, coach, and develop a high-performing customer service team

• Ensure new hires are fully trained and aligned with company culture and expectations

• Provide ongoing guidance on processes, roles, and responsibilities

• Monitor team performance and address gaps through coaching and process improvements

• Drive continuous improvement initiatives and take ownership of service processes

• Reduce errors and rework through standardization and accountability

• Maintain strong understanding of products, systems, and tools used to support customers

• Ensure team knowledge remains current and accurate

• Location-specific duties, including coordinating maintenance services and general facility support

• Build understanding of customer needs through relationship management and site visits

• Collaborate cross-functionally to improve workflows and customer outcomes

• Actively participate in market team and business initiatives

Experience:

• High School diploma or equivalent required, associate or bachelor’s degree preferred

• 3-5 years customer service experience in B2B setting, with 1-2 years prior supervisory or team lead experience

• Preferred B2B support over the phone

• Knowledge in fluid systems a plus

Skills:

• Strong leadership, communication, and problem-solving skills.

• Ability to manage multiple priorities effectively in a fast-paced environment.

• Proficiency with CRM systems, order management tools, reporting, and Microsoft Office Suite, including Excel and Outlook.

• Excellent written and verbal communication skills across multiple platforms and media.

• Strong organizational skills with a high level of attention to detail and effective time management.

• Ability to work independently while remaining collaborative and team focused.

• Strong relationship-building skills with customers and internal partners.

• Demonstrated initiative with a desire to learn, grow, and expand capabilities.

Position Information:

• Employment Type: Full-time

• Compensation Structure: Salary Exempt plus incentive

• Benefits Offered: Medical, dental, vision, life insurance/AD&D, short-term and long-term disability, 401(k) with match, 10 paid holidays, PTO program, Sick Time

• Seniority: M1

• Location: Williston, ND

• Travel Requirements: up to 10% travel

• Immediate Supervisor: Customer Service Manager

• Direct Reports: 1