Field Services Representative

Brambles•Mechanicsburg, PA

4d•Hybrid

About The Position

The Field Services Representative (FSR) delivers an exceptional customer quality experience across an assigned territory, overseeing product quality from the service center through delivery to the customer. The role acts as the customer’s primary quality advocate in the field and ensures third-party logistics providers meet or exceed established product and service standards. It manages quality assurance, addresses issues, builds customer relationships, and executes field quality programs to support customer expectations and business objectives. The representative conducts inspections, audits, service center evaluations, and performance reviews; monitors quality and customer satisfaction indicators; and documents incidents, root causes, resolutions, and feedback in Salesforce. The role supports account health, asset utilization, profitability, customer growth, onboarding, and supply-chain savings initiatives, working with internal commercial and operational partners. Candidates must be available for second and third shifts and weekend assignments during designated periods.

Requirements

Bachelor’s degree in business or a related field, or equivalent job experience.
3–5 years of customer service or customer relationship management experience (B2B or B2C).
Knowledge of key quality, operations, customer service, and sales activities.
Strong problem-solving, organizational, decision-making, communication, and presentation skills.
Technology and system solutions savvy.
Strong relationship-building and interpersonal skills.
Flexibility in a changing market and culture.
Continuous improvement mindset.
Customer relationship management experience utilizing Siebel or Salesforce.
Demonstrated ability to work in a matrix environment.
Intermediate Microsoft Office skills, including Outlook, Word, Excel, and PowerPoint.
Availability for second and third shifts and weekend assignments during designated periods.

Nice To Haves

1–2 years of prior CHEP experience preferred.

Responsibilities

Own the end-to-end customer quality experience from operational hand-off and service center through customer receipt.
Represent the voice of the customer in quality matters and turn feedback into actionable improvements.
Execute territory-based quality programs, including inspections, unannounced field audits, service center evaluations, on-site reviews, and performance reviews.
Ensure third-party logistics providers comply with agreed product and service quality standards.
Build and maintain trusted relationships with customer stakeholders and support account health through proactive engagement and transparent communication.
Monitor quality and customer satisfaction KPIs and field observations, sharing insights with internal teams to support corrective action and continuous improvement.
Document quality incidents, root causes, resolutions, and customer feedback accurately in Salesforce.
Support asset productivity, profitability, and value delivery by reducing damage, rejections, cancellations, backlogs, and operational disruption and by promoting asset reuse.
Support customer growth and onboarding through lane expansion, platform launches, location-level onboarding, and retail store visits to gather insights.
Work with Commercial Sales Directors and Sales Managers to develop and implement customer-specific supply-chain savings initiatives aligned with customer and CHEP commercial goals.
Promote and adhere to Zero Harm expectations.
Support customer satisfaction, retention, and continuous improvement through timely feedback and quality program management.