Field Services Representative

CHEP•Baltimore, MD

2d•Hybrid

About The Position

The Field Operations Representative (FSR) is a customer-facing, field-based role responsible for delivering an exceptional quality experience across customer locations and service centers. Serving as a primary liaison among customers, operations, quality, sales, and service center teams, the representative drives accountability, resolves quality concerns, and supports continuous improvement across the supply chain. The role combines relationship management, quality oversight, operational audits, and problem-solving to improve customer satisfaction, retention, and business performance. The representative owns the end-to-end customer quality experience across an assigned territory, acts as the voice of the customer in field-based quality matters, and executes quality programs through inspections, audits, and on-site reviews. The role also supports asset productivity, customer growth, and onboarding by identifying operational opportunities and providing location-level insights. The position is based in Baltimore, Maryland. It is on-site at the assigned primary location 3–4 days per scheduled workweek and requires regular travel to customer sites, storage locations, and other operational facilities. Hands-on handling and movement of pallets may be required 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 stakeholders 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.
Ability to travel regularly to customer sites, storage locations, and other operational facilities.
Ability to handle and move pallets as needed for field quality inspections.

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.
Act as the voice of the customer by capturing feedback and identifying customer needs, risks, opportunities, and improvement 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.
Build and maintain strong relationships with customers, key stakeholders, and internal partners.
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 compliance with established quality processes and standards.
Conduct root-cause investigations and follow up on corrective actions.
Use data-driven observations and recommendations to hold internal and external partners accountable.
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.
Identify opportunities to reduce damage, rejections, cancellations, and operational disruption, supporting asset productivity and value delivery.
Support customer growth and onboarding by providing location-level insights and assisting with expansion or change initiatives.