I can walk a customer's problem through every department until it's fixed, and I'm good at it. But the customer thinks I work for the company, and the company thinks I've gone soft on the customer. Some days I feel like I belong to neither side, just stuck in the hallway between them.
More people experience this than they realize.
You bridge customer and company, and both sides treat you like you belong to the other.
If this sounds familiar, the Library can help you find the bigger picture.