The Client Relationship Representative serves as the primary field-based liaison between clients and company operations within an assigned geographic territory. This role is responsible for managing client relationships, identifying service and product opportunities, coordinating operational work requests, and supporting revenue growth through proactive engagement with existing and prospective clients.
Operating primarily in the field, the role requires strong industry knowledge, commercial judgement, and the ability to work independently across remote service locations. The representative supports both client satisfaction and business development by facilitating service delivery, identifying client needs, coordinating project work, and assisting in pricing and service solutions.
The Customer Relationship Representative performs some or all of the following duties:
Client Relationship Management
- Serve as the primary point of contact for assigned client accounts within the territory.
- Build and maintain strong relationships with client representatives, field supervisors, and procurement contacts.
- Conduct regular client visits to maintain relationships and identify operational needs.
- Network within the industry to identify new business opportunities and strengthen existing client partnerships.
Business Development
- Identify opportunities for additional services, equipment, or project work within existing client accounts.
- Generate and qualify sales leads and collaborate with and refer qualified opportunities to corporate sales to support contract development.
- Support proposal preparation and client communications for new service opportunities.
Commercial Coordination
- Provide clients with pricing for services or equipment within defined pricing parameters.
- Exercise commercial judgment when responding to client requests, including negotiating within approved pricing ranges.
- Coordinate internally with operations and sales teams when pricing approvals or contract modifications are required.
Operational Coordination
- Act as the liaison between clients and operational teams to coordinate service delivery.
- Receive and direct work requests, service calls, and project work from clients to the appropriate operational teams.
- Ensure operational teams are informed of client requirements, timelines, and expectations.
- Monitor project progress and follow up with clients regarding service outcomes.
Customer Service & Issue Resolution
- Respond to client inquiries, service requests, and operational concerns.
- Investigate and resolve service issues in collaboration with operations and management.
- Ensure timely and effective resolution of client concerns.
Administrative
- Maintain records of client interactions, work requests, and service activities.
- Process service requests, work orders, and supporting documentation.
- Provide updates to management on client activity and potential opportunities.
Other
- Follow all company policies, communication protocols, and safety procedures.
- Perform other duties as assigned.