Territory Account Representative - Chicago, IL (Field based)

* Develop and maintain multi-tiered customer relationships within the assigned territory, ensuring customer loyalty and satisfaction through regular engagement, addressing customer needs at every lifecycle stage.* Serve as the primary point of contact for customers, providing clear and proactive communication on account performance, inquiries, and feedback, while delivering value through strategic account management.* Support business growth by promoting asset utilization and profitability initiatives, including customer onboarding, platform launches, and expansion into new lanes, enhancing the overall customer experience.* Collaborate with cross-functional teams, including Commercial, Supply Chain, and Operations, to develop and implement customer-specific solutions that drive supply chain efficiencies and align with CHEP’s strategic goals.* Resolve customer issues at the operational level, working closely with Customer Service, Logistics, and field teams to proactively manage account health, ensure controls, and mitigate potential disruptions.* Partner with Logistics and Operations teams to reduce service failures, identify cost-saving opportunities, and improve supply chain efficiencies to deliver value to customers.* Lead asset productivity initiatives, focusing on reducing asset damage, improving asset reuse, and minimizing customer rejections, cancellations, and operational backlogs.* Conduct on-site quality audits, pallet handling training, and other educational sessions to ensure customers are aligned with CHEP Pallet specifications and best practices, promoting optimal asset management.* Where required, lead on-site quality audits of internal service centers to ensure best practices and drive continuous improvement in customer-facing quality processes.* Advocate for a culture of safety by adhering to Zero Harm principles, ensuring full compliance with CHEP’s safety protocols and procedures.* Territory Account Representative is responsible for delivering seamless and exceptional customer quality experience from contract acceptance through to strategic partnership. This role serves as the primary quality advocate in the field, ensuring that third-party vendors are held accountable for delivering products that meet or exceed quality standards.* This position owns the end-to-end product quality journey—from the service center to the customer’s hands—by proactively managing quality assurance, resolving issues swiftly, and fostering strong customer relationships. Through the execution of a robust quality program, the representative identifies and implements solutions and services that align with customer expectations and business goals.* Success in this role is measured by improvements in customer satisfaction, retention, loyalty, and overall quality perception—ultimately driving business growth through enhanced customer value and trust.* Customer Quality Experience Management, owning the end-to-end customer quality journey from service center to product delivery. Ensure seamless and consistent customer experience with quality expectations. Act as the voice of the customer in quality-related matters.* Vendor Quality Oversight hold third-party vendors accountable for meeting product and service quality standards. Conduct unannounced field audits, service center audits and performance reviews to ensure compliance. Partner with CHEP Operations & Quality to execute issue resolution.* Customer Relationship Development by building and maintaining a strong relationship with key customer stakeholders. Serve as a trusted advisor by understanding customer needs and aligning quality initiatives accordingly. Proactively identify opportunities to enhance customer satisfaction and loyalty.* Quality Program Execution by implementing and managing field-level quality programs and initiatives. Monitor key performance indicators (KPIs) related to product quality and customer satisfaction.

Provide feedback and insights to internal teams to drive product and process improvements.* Cross-Functional Collaboration with internal teams (e.g., operations, quality & sales) to align quality goals and customer commitments. Communicate customer feedback and quality trends to influence product development and service enhancements.* Reporting & continuous improvement by maintaining accurate records of quality incidents, resolutions, and customer feedback in Sales Force.* Maintains account health by ensuring the CHEP program and value proposition is leveraged with each customer interaction and provides transparent timely feedback to the customer to ensure overall account health is achieved for each location in assigned territory.* Supports all business objectives and efforts regarding profitability and asset utilization, including growth through lane expansion, platform launches, location level on-boarding and intel gathering through retail store level visits.* Proactively manage asset productivity initiatives such as damage rate reduction and asset reuse helping to reduce rejections, cancellations and backlogs. Adheres to and promotes* Zero Harm by ensuring all organization expectations and assignments are executed with precision.* Spends at minimum two full days in assigned service center conducting quality inspection audits and grading pallets.* Bachelor’s degree in business or related field or equivalent job experience.* Experience* 3-5 years Customer Service / Customer Relationship Management (B2B or B2C)* Knowledge of key Quality, Operations, Customer Service & Sales activities* Strong problem solving, organizational, decision-making, communication and presentation skills* Technology and system solutions savvy* Strong relationship building & interpersonal skills* Flexibility in a changing market and culture* Continuous improvement mindset* Customer Relationship Management utilizing Siebel / Salesforce* Demonstration and proven abilities working in a Matrix Environment* Intermediate MS Office skills (Outlook, Word, Excel, Power Point)* ## **Chicago**: Covers **all of the local Chicago area*** ## Approx. **4 service center visits per month**.* ## Travel includes:

+ ## **Local driving** (mostly home same day).

+ ## **Overnight travel**: ~1-2 days/month

+ ## **Winter travel challenges** (passes, weather).* ## Recommended candidate location: **Chicago - MUST HAVE A CAR\*\*** #J-18808-Ljbffr