Field Services Representative

Brambles • Baltimore, MD

4d • Hybrid

About The Position

The Field Services Representative (FSR) delivers a seamless customer quality experience and serves as the primary quality advocate in the field. The role oversees product quality from the service center through delivery to the customer, ensuring third-party logistics providers meet or exceed established standards. The representative manages quality assurance, addresses issues, conducts inspections and audits, and builds strong customer relationships to support customer satisfaction, retention, loyalty, and business growth.

This field-based position is assigned to the Baltimore, Maryland territory and is expected to work on-site at the primary location 3–4 days per week. The representative executes territory-level quality programs, monitors quality and customer satisfaction indicators, documents incidents and feedback in Salesforce, and works with internal and commercial partners on corrective actions and continuous improvement. The role also supports account health, customer onboarding and growth, supply-chain savings initiatives, profitability, and asset productivity. Candidates must be available for second and third shifts and weekend assignments during designated periods. Hands-on handling and movement of pallets may be required during inspections.

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 systems 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 Microsoft Office skills, including Outlook, Word, Excel, and PowerPoint.
• Essential language: English.
• Availability for second and third shifts and weekend assignments during designated periods.
• Ability to handle and move pallets as part of field quality inspections and related activities may be required.

Nice To Haves

• 1–2 years of prior CHEP experience preferred.
• Spanish language skills are desirable.

Responsibilities

• Own the end-to-end customer quality experience from service center through product delivery, ensuring consistent delivery against customer expectations.
• Represent the customer in field-based quality matters, capture feedback, and translate insights into actionable improvements.
• Conduct territory-based inspections, unannounced field audits, service center evaluations, on-site reviews, and performance reviews to verify compliance with product and service standards.
• Build and maintain trusted relationships with customer stakeholders, understand customer needs, and provide timely, transparent feedback to support account health.
• Monitor quality and customer satisfaction KPIs and field observations; share insights with internal teams and drive corrective action and continuous improvement.
• Document quality incidents, root causes, resolutions, and customer feedback accurately in Salesforce.
• Support profitability and asset utilization, including growth through lane expansion, platform launches, location onboarding, and retail store-level information gathering.
• Work with Commercial Sales Directors and Sales Managers on customer-specific supply-chain savings initiatives aligned with customer and CHEP commercial goals.
• Identify and implement asset productivity improvements, including reducing damage, rejections, cancellations, and backlogs and supporting asset reuse.
• Promote and adhere to Zero Harm expectations.

Benefits

• Competitive pay and annual bonus.
• Benefits available from day one.
• 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