Field Quality & Customer Experience Lead (Hybrid)

CHEP USA; Roanoke (VA); Presencial; USD 60.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual bonus

401K match

Vision insurance

Life insurance

Stock match program

Tuition reimbursement

Parental leave

Childcare assistance

Profit sharing

Descripción de la vacante

CHEP USA is seeking a Field Services Representative to own the end-to-end customer quality experience across a designated territory. You will be the voice of the customer, drive audits, and partner with Sales to support campaigns and improvements.

The role requires on-site work at the Roanoke, VA location, regular travel to customer sites, and collaboration across operations, quality, sales, and service centers to enhance satisfaction and business performance.

Formación

• Bachelor's degree in Business, Supply Chain, Operations, Engineering, or related field.
• 3-7+ years of experience in customer service, field service, operations, logistics, manufacturing, supply chain, quality assurance, or related environments.
• Experience building customer relationships and managing customer-facing interactions.
• Experience conducting audits, investigations, quality reviews, or process assessments is preferred.
• Experience within manufacturing, distribution, logistics, supply chain, or industrial B2B environments is preferred.

Responsabilidades

• Build and maintain strong relationships with customers and key stakeholders.
• Conduct scheduled and ad hoc customer visits to support account health and customer satisfaction.
• Investigate product quality and service concerns and drive timely resolution.
• Serve as the voice of the customer by identifying needs, risks, opportunities, and improvement initiatives.
• Partner closely with Sales teams to support strategic customer campaigns and supply chain improvement initiatives.
• Perform operational, quality, and compliance audits at service centers and customer locations.
• Evaluate service center performance and identify opportunities to improve quality standards and operational effectiveness.
• Monitor adherence to established quality processes and standards.
• Conduct root cause investigations and corrective action follow-up activities.
• Hold internal and external partners accountable through data-driven observations and recommendations.
• Document customer visits, audit findings, quality incidents, corrective actions, and customer feedback.
• Maintain accurate reporting and updates within Salesforce and other business systems.
• Analyze trends and provide recommendations that improve customer satisfaction, quality performance, and operational results.

Conocimientos

CRM experience

Communication

Relationship building

Problem solving

Time management

Adaptability

Continuous improvement

Teamwork

Educación

Bachelor's degree in Business, Supply Chain, Operations, Engineering

Herramientas

Salesforce

Microsoft Office

Descripción del empleo

CHEP USA is seeking a Field Services Representative to own the end-to-end customer quality experience across a designated territory. You will be the voice of the customer, drive audits, and partner with Sales to support campaigns and improvements.

The role requires on-site work at the Roanoke, VA location, regular travel to customer sites, and collaboration across operations, quality, sales, and service centers to enhance satisfaction and business performance.