Field Quality & Customer Experience Lead (Hybrid Remote)

CHEP UK Ltd.; Baltimore (MD); Hybrid; USD 55,000 - 72,000; Full time

Benefits offered by this job

Benefits Day 1

401K with company match

Vision, disability, and life insurance

Employee Stock Match Program

Tuition reimbursement and parental/cre

Job summary

CHEP is seeking a Field Services Representative in Baltimore, MD, to own the end-to-end customer quality experience across the assigned territory. You will act as the voice of the customer in field-based quality matters and drive improvements from service center to delivery.

The role requires conducting inspections, audits, and on-site reviews, building strong customer relationships, and monitoring KPIs to drive corrective actions and continuous improvement. Hybrid remote work is available.

Qualifications

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

Responsibilities

• 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.

Skills

Active Listening

Adaptability

Coaching

Collaboration

Communication

Computer Literacy

Continuous Improvement

CRM

Customer Satisfaction

Decision Making

Empathy

Experimentation

Facility Inspections

Problem Solving

Quality Assurance

Quality Assurance Monitoring

Quality Operations

Quality Standards

Relationship Building

Stakeholder Management

Taking Ownership

Teamwork

Time Management

Siebel

Salesforce

Education

Bachelor’s degree in business or related field

Tools

Siebel

Salesforce

Job description

CHEP is seeking a Field Services Representative in Baltimore, MD, to own the end-to-end customer quality experience across the assigned territory. You will act as the voice of the customer in field-based quality matters and drive improvements from service center to delivery.

The role requires conducting inspections, audits, and on-site reviews, building strong customer relationships, and monitoring KPIs to drive corrective actions and continuous improvement. Hybrid remote work is available.