Field Services Representative

CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

Job Description

Key Responsibilities May Include:

• Own the end-to-end customer quality experience across the assigned territory, ensuring consistent delivery from operational hand-off through to customer receipt.
• Act as the voice of the customer in field-based quality matters, capturing feedback and converting insights into practical improvements that enhance customer satisfaction and retention.
• Execute territory-based quality programmes, including inspections, audits, and on-site reviews, to ensure compliance with agreed product and service standards.
• Build and maintain strong, trusted relationships with customer stakeholders within the territory, supporting account health through proactive engagement and transparent communication.
• Monitor quality-related performance indicators and field observations, sharing insights with internal partners to drive corrective action and continuous improvement.
• Support asset productivity and value delivery across the territory by identifying opportunities to reduce damage, rejections, cancellations, and operational disruption.
• Contribute to customer growth and onboarding activities within the territory by providing location-level insights and supporting expansion or change initiative

Position Purpose

The FSR is responsible for delivering seamless and exceptional customer quality experience to create a strategic partnership. This role serves as the primary quality advocate in the field, ensuring that third-party logistics (3PL) are held accountable for delivering products that meet or exceed quality standards.

This role is responsible for overseeing the complete product quality process, from the service center to delivery to the customer, by proactively managing quality assurance, promptly addressing issues, and cultivating strong customer relationships. By executing a comprehensive quality program, the representative identifies and implements solutions and services that meet customer expectations and support business objectives. The position also entails conducting inspections and audits as required to ensure optimal compliance and conformance. Candidates must be available for second and third shifts, as well as weekend assignments during designated periods.

Success in this role is measured by improvements in customer satisfaction, retention, loyalty, and overall quality perception, ultimately driving business growth through enhanced customer value and trust.

Location & Role Requirements

Primary Site: Baltimore, MD

On-Site Expectation: Field-based role with an expectation to work on-site at the primary location 3-4 days per week.

Physical Requirements: This role may require hands-on handling and movement of pallets as part of field quality inspections and related activities.

Major / Key Accountabilities

• Customer Quality Experience Management, owning the end-to-end customer quality journey from service center to product delivery. Ensure seamless and consistent customer experience with quality expectations. Act as the voice of the customer in all quality-related matters, translating customer needs and feedback into actionable insights to drive continuous improvement, Management Group accountability, and enhanced customer satisfaction.
• Ensure that third-party logistics providers adhere to established product and service quality standards by implementing unannounced field audits, service center evaluations, and systematic performance reviews to maintain continuous compliance.
• Customer Relationship Development by building and maintaining a strong relationship with key customer stakeholders. Serve as a trusted advisor by understanding customer needs and aligning quality initiatives accordingly. Proactively identify opportunities to enhance customer satisfaction and loyalty.
• Quality Program Execution by implementing and managing field-level quality programs and initiatives. Monitor key performance indicators (KPIs) related to product quality and customer satisfaction. Provide feedback and insights to internal teams to drive product and process improvements.
• Support continuous improvement through disciplined reporting, ensuring accurate documentation of quality incidents, root causes, resolutions, and customer feedback in Salesforce.
• Maintains account health by ensuring the CHEP program and value proposition is leveraged with each customer interaction and provides transparent timely feedback to the customer to ensure overall account health is achieved for each location in assigned territory.
• Supports all business objectives and efforts regarding profitability and asset utilization, including growth through lane expansion, platform launches, location level on-boarding and intel gathering through retail store level visits.
• Works with Commercial Sales Directors and Sales Managers to develop and implement customer specific supply chain savings initiatives that coordinate with strategic goals set by customer and CHEP commercial team.
• Proactively manage asset productivity initiatives such as damage rate reduction and asset reuse helping to reduce rejections, cancellations and backlogs.
• Adheres to and promotes Zero Harm by ensuring all organization expectations and assignments are executed with precision.

Qualifications

• Bachelor’s degree in business or related field or equivalent job experience.

Experience

• 3-5 years Customer Service / Customer Relationship Management (B2B or B2C)
• 1-2 years prior CHEP experience preferred
• Knowledge of key Quality, Operations, Customer Service & Sales activities

Skills and Knowledge

• Strong problem solving, organizational, decision-making, communication and presentation skills
• Technology and system solutions savvy
• Strong relationship building & interpersonal skills
• Flexibility in a changing market and culture
• Continuous improvement mindset
• Customer Relationship Management utilizing Siebel / Salesforce
• Demonstration and proven abilities working in a Matrix Environment
• Intermediate MS Office skills (Outlook, Word, Excel, Power Point)

Languages

• Essential: English
• Desirable: Spanish

What we Offer:

• Competitive Pay + Annual Bonus

• Benefits Day 1!

• 401K w/ company match (up to 4%)

• FREE company-paid vision, short-term disability, and life insurance!!

• Employee Stock Match Program!

• Tuition reimbursement, parental leave, childcare assistance, profit sharing, and MORE!

Remote Type

Skills to succeed in the role

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at [email protected].