CUSTOMER SUPPORT SUPERVISOR- WATERWORKS DIVISION

PACE Supply is looking for a motivated and experienced Customer Support Supervisor to lead and inspire our team of Customer Support Representatives. This leadership role is responsible for driving team performance while ensuring the delivery of exceptional service to both internal and external customers. The position primarily supports waterworks-related materials and metering technology, working closely with sales and operations teams to understand customer needs and exceed expectations.
This role can be based at any of our Northern California branch locations, offering flexibility for the right candidate.

Responsibilities:

• Customer Interactions – Manage expectations and provide support to both internal and external customers via phone and email. External customers include contractors, municipalities, and engineers; internal customers include other PACE divisions.
• Vendor Interactions – Handle problem-solving, pricing, returns and defective products, lead times, purchase order processing, and logistics coordination with vendors.
• Quotes, Orders, and Purchase Orders – Prepare accurate quotes based on market intelligence and lead times; process quotes into sales orders; execute vendor purchase orders; provide customer confirmations and project updates; coordinate internal transfers and delivery logistics with branches.
• Team Management & Collaboration – Lead, motivate, and support a team of Customer Support Representatives. Participate in bi-monthly sales meetings to review market and vendor pricing, bidding activity and strategies, account performance, material requirements, and operational improvements.

Qualifications:

• High School Diploma or equivalent required; Bachelor’s Degree in Construction Management or related field preferred
• 5+ years of experience in waterworks, with strong knowledge of products, materials, and applications
• Experience in wholesale distribution strongly preferred (5+ years ideal)
• Proven leadership skills with the ability to motivate, coach, and develop a team
• Strong communication and problem-solving abilities, with a focus on delivering excellent customer service
• Proficient in managing quotes, sales orders, purchase orders, and vendor relationships
• Ability to work collaboratively with sales, operations, and vendors to achieve customer and business objectives
• Basic computer skills with proficiency in Microsoft Office 365 suite and mobile technology
• Ability to effectively navigate PACE ERP systems and related software programs (including Phocas)

ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION WITHOUT REGARD TO RACE, AGE, COLOR, SEX (INCLUDING PREGNANCY), RELIGION, NATIONAL ORIGIN, DISABILITY, SEXUAL ORIENTATION, GENDER IDENTITY, MARITAL STATUS, MILITARY STATUS, GENETIC INFORMATION, OR ANY OTHER STATUS PROTECTED BY APPLICABLE LAWS OR REGULATIONS. PACE SUPPLY WILL CONSIDER QUALIFIED APPLICANTS WITH A CRIMINAL HISTORY PURSUANT TO EMPLOYMENT REGULATIONS.

Work Environment:

PRE-EMPLOYMENT REQUIREMENTS

As part of our commitment to providing a safe and secure work environment for our team members and customers, successful candidates must complete the following pre-employment requirements:
Background Check: A comprehensive background check will be conducted to ensure candidates meet the necessary criteria for employment. PACE Supply will consider qualified applicants with a criminal history pursuant to California employment regulations.
Physical Examination: Candidates will undergo a physical examination to assess their fitness for the position’s requirements.
Drug Test: A drug test will be administered to ensure a drug-free workplace.

• Customer Interactions – Manage expectations and provide support to both internal and external customers via phone and email. External customers include contractors, municipalities, and engineers; internal customers include other PACE divisions.
• Vendor Interactions – Handle problem-solving, pricing, returns and defective products, lead times, purchase order processing, and logistics coordination with vendors.
• Quotes, Orders, and Purchase Orders – Prepare accurate quotes based on market intelligence and lead times; process quotes into sales orders; execute vendor purchase orders; provide customer confirmations and project updates; coordinate internal transfers and delivery logistics with branches.
• Team Management & Collaboration – Lead, motivate, and support a team of Customer Support Representatives. Participate in bi-monthly sales meetings to review market and vendor pricing, bidding activity and strategies, account performance, material requirements, and operational improvements