Field Services Representative

CHEP • Hagerstown, MD

9d • Hybrid

About The Position

The Field Services Representative (FSR) is a customer-facing, field-based role responsible for ensuring an exceptional quality experience across customer locations and service centers. The representative serves as a primary liaison between customers, operations, quality, sales, and service center teams, driving accountability, resolving quality concerns, and supporting continuous improvement throughout the supply chain. The role combines relationship management, quality oversight, operational audits, and problem-solving to improve customer satisfaction, retention, and business performance.

The position is based in Hagerstown, Maryland. Employees are expected to work from their assigned primary location 3–4 days per scheduled workweek and travel regularly to customer sites, storage locations, and other operational facilities as needed. The role may involve hands-on handling and movement of pallets during field quality inspections.

Requirements

• 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.
• Strong communication and interpersonal skills.
• Ability to influence others and drive accountability without direct authority.
• Customer-focused mindset and strong relationship-building abilities.
• Critical-thinking and problem-solving capabilities.
• Strong organizational and time-management skills.
• Ability to handle difficult conversations professionally and effectively.
• Adaptability and learning agility in dynamic environments.
• Continuous-improvement mindset.
• Proficiency with Microsoft Office applications.
• Ability to travel regularly to customer sites, storage locations, and other operational facilities as needed.
• Ability to handle and move pallets as part of field quality inspections and related activities.

Nice To Haves

• Experience conducting audits, investigations, quality reviews, or process assessments.
• Experience in manufacturing, distribution, logistics, supply chain, or industrial B2B environments.
• Experience using CRM systems such as Salesforce.

Responsibilities

• Own the end-to-end customer quality experience across the assigned territory, from operational hand-off through customer receipt.
• Represent the customer in field-based quality matters, capture feedback, and turn insights into practical improvements.
• Execute territory-based quality programs, including inspections, audits, and on-site reviews.
• Build and maintain trusted relationships with customer stakeholders through proactive engagement and transparent communication.
• Monitor quality performance indicators and field observations, and share insights with internal partners to drive corrective action and continuous improvement.
• Identify opportunities to improve asset productivity and value by reducing damage, rejections, cancellations, and operational disruption.
• Contribute location-level insights to customer growth, onboarding, expansion, and change initiatives.
• Conduct scheduled and ad hoc customer visits to support account health and customer satisfaction.
• Investigate product quality and service concerns and drive timely resolution.
• Partner with Sales teams on 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 follow up on corrective actions.
• Hold internal and external partners accountable using data-driven observations and recommendations.
• Support 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 in Salesforce and other business systems.
• Analyze trends and recommend improvements to customer satisfaction, quality performance, and operational results.
• Collaborate across functions to drive process improvements and support business objectives.

Benefits

• Competitive pay and annual bonus.
• Benefits available from day one.
• 401(k) with company match up to 4%.
• Company-paid vision insurance.
• Company-paid short-term disability insurance.
• Company-paid life insurance.
• Employee Stock Match Program.
• Tuition reimbursement.
• Parental leave.
• Childcare assistance.
• Profit sharing.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level