Field Services Representative

CHEP USA; United States; Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive Pay + Annual Bonus

401K w/ company match

Free vision, disability, and life保险

Employee Stock Match Program

Tuition reimbursement, parental leave,

Job summary

CHEP USA in Baltimore, MD is seeking a Field Operations Representative to own the end-to-end customer quality experience across the territory, from hand-off to receipt. This on-site role requires travel to customer sites and a hybrid work model; you will audit facilities, resolve quality concerns, and drive improvements with sales, service centers, and operations.

Bachelor’s degree and 3–7+ years in customer service, logistics, or quality roles are preferred, with strong communication and

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 3–7+ years in customer service, field service, operations, or quality roles.
• Experience building customer relationships and managing customer-facing interactions.
• Experience conducting audits or quality reviews is preferred.
• Experience in manufacturing, logistics, or industrial B2B environments is preferred.

Responsibilities

• Own end-to-end customer quality experience across assigned territory.
• Act as voice of the customer in field quality matters and gather feedback.
• Execute territory-based quality programmes, audits, and on-site reviews.
• Build trusted relationships with customer stakeholders to support account health.
• Monitor quality indicators and drive corrective actions and improvements.

Skills

Customer relationships

Audits

Quality assurance

CRM usage

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Microsoft Office

Job description

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.

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

The Field Operations Representative (FSR) is a customer‑facing, field‑based role responsible for ensuring an exceptional quality experience across customer locations and service centers. Acting as the primary liaison between customers, operations, quality, sales, and service center teams, this individual drives accountability, resolves quality concerns, and supports continuous improvement initiatives throughout the supply chain. This role combines relationship management, quality oversight, operational audits, and problem‑solving to enhance customer satisfaction, retention, and business performance. Success in this role requires a professional who can confidently navigate customer interactions, investigate and resolve quality issues, influence stakeholders without direct authority, and effectively balance strategic priorities with hands‑on operational support.

Primary Location: Baltimore, MD

On‑Site Expectation: This is an on‑site position requiring employees to work from their assigned primary location 3–4 days per week during their scheduled workweek. The role requires regular travel to customer sites, storage locations, and other operationally related facilities as needed to support business operations.

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

What You’ll Do:

Customer Engagement & Relationship Management

• 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.

Quality & Operational Oversight

• 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.

Continuous Improvement & Reporting

• Support the implementation and execution of field‑level quality programs and initiatives.
• 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.
• Collaborate cross‑functionally to drive process improvements and support business objectives.

What You’ll Bring:

• Bachelor’s degree in Business, Supply Chain, Operations, Engineering, or a related field, or equivalent professional experience.
• 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.

Strong communication and interpersonal skills. Ability to influence and drive accountability without direct authority. Customer‑focused mindset with exceptional relationship‑building abilities. Critical thinking and problem‑solving capabilities. Strong organizational and time‑management skills. Ability to manage difficult conversations professionally and effectively. Adaptability and learning agility in dynamic environments. Continuous improvement mindset. Proficiency with Microsoft Office applications. Experience using CRM systems such as Salesforce is preferred.

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

Hybrid Remote

Skills to succeed in the role

Active Listening, Adaptability, Coaching, Collaboration, Communication, Computer Literacy, Continuous Improvement, Customer Relationship Management (CRM), Customer Satisfaction, Decision Making, Empathy, Experimentation, Facility Inspections, Problem Solving, Quality Assurance (QA), Quality Assurance Monitoring, Quality Operations, Quality Standards, Relationship Building, Stakeholder Relationship Management, Taking Ownership, Teamwork, Time Management

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.