Customer Support Specialist

Breas Medical was founded in 1991 in Gothenburg, Sweden, Breas Medical has become one of the global leaders in Home Mechanical Ventilation, Airway Clearance and Sleep therapy. Our vision is to provide Better breathing and quality of life to respiratory patients around the world and to help patients transition from Hospital to Home. Breas is headquartered in Sweden and has subsidiaries in the UK, Germany, Spain, USA and China. Together with network of highly specialized distributors, we serve over 40 countries worldwide. The Breas brands Vivo, Nippy, Clearway and Z1 are widely recognized and appreciated for their performance, ease of use and attractive design. Breas has approximately 200 employees, 50 of which in the USA.

We are looking for a strong customer support specialist with good ERP knowledge/experiences. The successful candidate will interact with all aspects of internal customers (including sales, operations, distributions, and finance functions) as well as external customers to ensure the smooth running of our order intake and fulfillment process. More specifically, you will interact with our sales team to enter orders, coordinate with our operations to fulfill the orders, and assist our finance to ensure efficient AR collection, as well as work with our customers and direct them to the right internal resources (the clinical support team, the technical support team, and the finance team). You will be a part of team to foster positive and beneficial relationships with our customers, a key Breas strategic goal. We offer excellent benefits, a competitive starting salary and paid vacation as well as opportunities for advancement.

RESPONSIBILITIES OF ROLE

The customer support specialist is responsible for providing end-to-end services to customers by managing the sales process and coordinating internal resources to resolve any issues/disputes. The responsibilities include

• Interacting with our customers and sales force to ensure accurate sales order entry: meeting customer criteria, product configuration, valid pricing.
• Coordinate with operations, distributions, and other members of the customer services to ensure a smooth sales order processing, ensuring customer request date and promise dates are registered and tracked
• Adding new customer accounts to our ERP system and maintaining an updated list
• Updating price lists and new items in the ERP system
• Coordinate with finance team to ensure a smooth invoicing process and assist finance team in account receivable collection
• Maintaining the appropriate and accurate use of ERP and other systems, including intranet and CRM
• Managing incoming calls and emails
• Appropriately handling issue escalations to the different departments (technical, service, clinical)
• Keeping detailed and organized record of customer interaction

 SKILLS

Although a degree is not a must-have, the customer support specialist should possess the following skills:

• Experience with JD Edwards or other ERP systems highly desirable
• Knowledge and experience in sales fulfillment process
• Excellent communication skills, both written and verbal
• The ability to work in a fast-paced environment
• Ability to prioritize and address issues
• Self-motivated, highly organized, and team oriented
• Strong analytic aptitude and problem-solving skills
• Experience in working with multiple facets of an organization (Production, Sales, Finance)
• The ability to maintain calm under pressure
• Strong technical skills with business intelligence aptitude
• A deep understanding of business, products, and customers’ needs