Territory Account Representative - Chicago, FL; Field based

Territory Account Representative - Chicago, FL (Field based)

Individuals will need to be based in Chicago to cover Chicago and surrounding areas.

• 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 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:
  Own the end‑to‑end customer quality journey, ensuring seamless and consistent experience with quality expectations and acting as the voice of the customer.
• Vendor Quality Oversight:
  Hold third‑party vendors accountable for meeting product and service quality standards through unannounced field audits, service center audits, and performance reviews; partner with operations and quality to resolve issues.
• Customer Relationship Development:
  Build and maintain strong relationships with key customer stakeholders, serve as a trusted advisor, and identify opportunities to enhance satisfaction and loyalty.
• Quality Program Execution:
  Implement and manage field‑level quality programs, monitor KPIs, provide feedback and insights to internal teams to drive product and process improvements.
• Cross‑Functional
  
  Collaboration:
  
  Align quality goals with internal teams (operations, quality, sales) and communicate customer feedback and quality trends to influence product development and service enhancements.
• Reporting & Continuous Improvement:
  Maintain accurate records of quality incidents, resolutions, and customer feedback in Salesforce.
• Maintain account health:
  Ensure the CHEP program and value proposition is leveraged with each customer interaction and provide transparent timely feedback to ensure overall account health at each location in the territory.
• Support business objectives:
  Assist profitability and asset utilization efforts, including lane expansion, platform launches, location‑level onboarding, and retail store level visits.
• Asset productivity initiatives:
  Manage initiatives such as damage rate reduction and asset reuse to reduce rejections, cancellations, and backlogs.
• Zero Harm:
  Ensure all assignments are executed with precision and safety.
• Spend at least two full days in the assigned service center conducting quality inspection audits and grading pallets.

• Bachelor’s degree in business or related field, or equivalent work experience.
• 3–5 years of customer service or customer relationship management experience.
• Knowledge of key quality, operations, customer service, and sales activities.
• Strong problem‑solving, organizational, decision‑making, communication, and presentation skills.
• Technology and system solutions savvy.
• Strong relationship building and interpersonal skills.
• Flexibility in a changing market and culture.
• Experience with customer relationship management in Siebel/Salesforce.
• Demonstrated ability to work in a matrix environment.

• Chicago:
  Covers all of the local Chicago area.
• Travel:
  Local driving (mostly same day), overnight travel ~1‑2 days/month, winter travel challenges.
• Candidate must live in Chicago and have a car.

• Competitive salary + annual bonus.
• Benefits from Day 1.
• 401(k) with company match up to 4%.
• Company‑paid vision, short‑term disability, and life insurance.
• Tuition reimbursement, parental leave, childcare assistance, profit sharing, and more.

Base pay range is $80,000 – $108,000 annually. Compensation may vary based on skills, experience, and other factors.

Associate

Full‑time

Customer Service and Supply Chain