Territory Account Representative - Oregon & Idaho Territory (Field based)

**Individuals will need to be based in Central Oregon ideally to cover both Oregon and Idaho as the Territory.**

Position Overview

• 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.

What you Will do:

• 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.

What you Will Bring:

• 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)

Languages

Essential:

• English

Travel & Territory Details

• West Region role: Covers Oregon and Idaho.
• Approx. 4 service center visits per month.
• Travel includes:
• Local driving (mostly home same day).
• Overnight travel: ~3–4 days/month for Idaho visits.
• Winter travel challenges (passes, weather).
• Recommended candidate location: Central Oregon (e.g., Bend) or Boise, ID.

What we Offer:

• Competitive salary annual bonus
• Benefits Day 1!
• 401K w/ company match (up to 4%)
• FREE 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

Salary ranges provided take into account a wide variety of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications, geographic differentials and other business and organizational needs. Therefore, actual amounts offered may be higher or lower than the range provided. If you have questions, please speak to your Talent Acquisition Partner about the flexibility and detail of our compensation philosophy.

Dependent on the position offered, other forms of compensation may be part of a total offering beyond medical & retirement benefits and may include other monetary incentives or business benefits.