Field Services Representative

CHEP • Baltimore, MD

9d • Onsite

About The Position

The Field Services Representative (FSR) is a customer-facing, field-based role responsible for delivering an exceptional quality experience across customer locations and service centers. The FSR serves as a primary liaison among customers, operations, quality, sales, and service center teams, helping resolve quality concerns, strengthen customer relationships, and advance continuous improvement across the supply chain. The role combines relationship management, quality oversight, operational audits, and problem-solving, and requires balancing strategic priorities with hands-on operational support.

The position is based in Baltimore, Maryland. It is on-site, with employees expected to work from their assigned primary location 3–4 days per scheduled workweek. Regular travel to customer sites, storage locations, and other operational facilities is required as needed. The role is primarily scheduled during regular business hours, though occasional evening and weekend work may be required. Hands-on handling and movement of pallets may be required during field quality inspections and related activities.

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 manage difficult conversations professionally and effectively.
• Adaptability and learning agility in dynamic environments.
• Continuous improvement mindset.
• Proficiency with Microsoft Office applications.

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 voice of the customer in field-based quality matters, capture feedback, and translate insights into practical improvements.
• Execute territory-based quality programs, inspections, audits, and on-site reviews to ensure compliance with agreed product and service standards.
• Build and maintain trusted relationships with customer stakeholders through proactive engagement and transparent communication.
• Monitor quality performance indicators and field observations, sharing insights with internal partners to support corrective action and continuous improvement.
• Identify opportunities to improve asset productivity and value delivery by reducing damage, rejections, cancellations, and operational disruption.
• Support customer growth and onboarding through location-level insights and support for expansion or 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 through 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 cross-functionally to drive process improvements and support business objectives.

Benefits

• Competitive pay and annual bonus.
• Benefits available from Day 1.
• 401(k) with company match up to 4%.
• Company-paid vision insurance, short-term disability insurance, and 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