Field Quality & Customer Experience Lead

Brambles / CHEP; Baltimore (MD); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive Pay + Annual Bonus

Benefits Day 1!

401K w/ company match (up to 4%)

Vision, disability, life insurance

Employee Stock Match Program

Tuition reimbursement, parental leave,

childcare assistance, profit sharing,

Job summary

CHEP is seeking a Field Quality Specialist to own the customer quality journey in the Baltimore area. You will act as the voice of the customer, conduct field audits, and drive improvements across the service chain to ensure top-tier quality and satisfaction.

The role requires 3–5 years in customer service/CRM, familiarity with Salesforce and Siebel, and a collaborative, data-driven mindset. Hybrid work is offered with on-site expectations.

Qualifications

• Bachelor’s degree or related field.
• 3–5 years in Customer Service/CRM (B2B or B2C).
• 1–2 years prior CHEP experience preferred.
• Knowledge of Quality, Operations, Customer Service & Sales activities.

Responsibilities

• Own the end-to-end customer quality experience across the territory.
• Conduct field audits and on-site reviews to ensure quality.
• Build strong relationships with customer stakeholders and drive satisfaction and retention.
• Monitor quality KPIs and share insights to drive improvements.
• Support asset productivity and reduce damage, rejections, and disruption.
• Collaborate with Commercial Sales Directors on savings initiatives.

Skills

Customer relationship management

Quality assurance

Problem solving

Communication

Account management

Sales support

CRM systems

Teamwork

Adaptability

Education

Bachelor’s degree in business or related field

Tools

Salesforce

Siebel

MS Office

Job description

CHEP is seeking a Field Quality Specialist to own the customer quality journey in the Baltimore area. You will act as the voice of the customer, conduct field audits, and drive improvements across the service chain to ensure top-tier quality and satisfaction.

The role requires 3–5 years in customer service/CRM, familiarity with Salesforce and Siebel, and a collaborative, data-driven mindset. Hybrid work is offered with on-site expectations.