Customer Relationship Representative

Purpose: The Customer Relationship Representative (CRR) is aligned to Field Sales Account Managers focusing on supporting unattended accounts to deliver high quality service to end users and channel partners.

As the primary point of contact, the CRR is responsible for managing opportunities through the sales cycle. This includes engaging closely with the Sales Teams, Channel Partners, and End Users to provide timely support, guidance, and visibility on opportunity progress.

Scope: This role is responsible for managing a range of customer and partner support activities in an efficient, professional, and service focused manner. The individual will apply sound judgment, problem solving skills, and a solutions driven approach to tasks of varying complexity. They should be able to work independently on most activities while maintaining a calm, customer first mindset when navigating unique or challenging situations. The role may also involve supporting or guiding colleagues as needed to ensure smooth operations and consistently positive customer experiences.

Key Responsibilities:

Acts as the primary point of contact for partners and end users, supporting them from initial engagement through to post‑sale follow‑up

• Conducts End User Verification (EUV) to confirm eligibility and validate pricing and deal requests, whilst also processing pricing submissions, deal registrations, and discount approvals in collaboration with internal teams, channel partners, and end users
• Maintains a high standard of opportunity hygiene in CRM to ensure accurate pipeline forecasting while keeping Account Managers and stakeholders regularly updated on account activity for full visibility
• Manages end‑to‑end sales opportunities within Salesforce, including opportunity creation, updates and tool/portal linkage, while also overseeing order processing and sales data entry to ensure accuracy and completeness
• Address's end user complaints and escalations promptly and professionally, taking proactive follow‑up actions and dealing with order‑management issues across all product lines as a subject‑matter expert
• Conducts post‑sale follow‑ups to ensure customer satisfaction and support successful product adoption
• Collaborate closely with technical teams and account managers to meet and exceed end user expectations
• Builds and nurtures strong customer relationships to gain a clear understanding of their business needs, goals, and challenges
• Work closely with partners and end users to support product selection, pricing, order processing, demonstrations, and the management of loan equipment.