Field Services Representative

CHEP•Mechanicsburg, PA

2d•Hybrid

About The Position

The Field Services Representative (FSR) delivers a seamless customer quality experience across an assigned territory, overseeing product quality from the service center through delivery to the customer. The role serves as the field-based quality advocate and customer voice, ensuring third-party logistics providers meet established product and service standards and translating customer feedback into practical improvements. The FSR executes field quality programs, inspections, audits, service center evaluations, and performance reviews; monitors quality and customer satisfaction indicators; documents incidents and resolutions in Salesforce; and works with internal teams to drive corrective action and continuous improvement. The role also supports account health, customer onboarding and growth, asset productivity, profitability, and supply-chain savings initiatives in collaboration with commercial teams. Candidates must be available for second and third shifts, as well as 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 in a B2B or B2C setting.
Knowledge of key quality, operations, customer service, and sales activities.
Strong problem-solving, organizational, decision-making, communication, and presentation skills.
Technology and system solutions proficiency.
Strong relationship-building and interpersonal skills.
Flexibility in a changing market and culture.
Continuous-improvement mindset.
Customer relationship management experience using Siebel or Salesforce.
Demonstrated ability to work in a matrix environment.
Intermediate proficiency with MS Office, 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 journey from service center through product delivery and ensure consistent delivery against customer expectations.
Represent the customer in quality-related matters and turn customer needs and feedback into actionable improvements.
Implement territory-based quality programs, inspections, audits, service center evaluations, and systematic performance reviews.
Ensure third-party logistics providers comply with established product and service quality standards.
Build and maintain trusted relationships with customer stakeholders and support account health through proactive engagement and transparent communication.
Monitor product quality and customer satisfaction KPIs and share field observations and insights with internal teams to drive corrective action and improvement.
Document quality incidents, root causes, resolutions, and customer feedback accurately in Salesforce.
Ensure customers understand and leverage the CHEP program and value proposition during interactions.
Support profitability and asset utilization objectives, including lane expansion, platform launches, customer onboarding, and retail store-level information gathering.
Collaborate with Commercial Sales Directors and Sales Managers on customer-specific supply-chain savings initiatives aligned with customer and CHEP goals.
Manage asset productivity initiatives, including damage reduction and asset reuse, to help reduce rejections, cancellations, and backlogs.
Promote Zero Harm and execute organizational expectations and assignments precisely.