Customer Experience Specialist
When you can´t breathe, nothing else matters. That’s why a career at Breas Medical matters.
Our mission is to improve the quality of life and care of respiratory patients around the world through a personal commitment to innovation, quality, and customer focus.
Purpose of the Role:
The Customer Experience Specialist is responsible for delivering exceptional end-to-end service to Breas customers by managing the sales order process, coordinating cross-functional resources, and ensuring timely resolution of inquiries and issues. This role serves as a critical liaison between customers, the Sales team, Operations, Finance, and other internal departments to ensure accurate order fulfillment, strong communication, and positive customer experiences.
Responsibilities
Order Management & Fulfillment — 30% Total
· Sales order entry (15%) Ensure accurate and timely order entry, including product configuration, pricing validation, and compliance with customer requirements.
· Order coordination (10%) Coordinate with Operations, Distribution, and Customer Service to track customer request dates and intraes, ensuring smooth order processing.
· ERP maintenance (2%) Add and maintain customer accounts within the ERP system.
· Price list & item updates (3%) Update price lists and item information in ERP to ensure accurate data.
Customer Support & Communication — 10% Total
· Managing calls and emails (5%) Handle incoming customer inquiries with professionalism and urgency.
· System use & documentation (5%) Maintain accurate and organized customer interaction records and ensure proper use of ERP, CRM, and intranet platforms.
Issue Resolution, Escalations & Service Ticket Handling — 30% Total
· Issue escalations (15%) Appropriately triage and escalate issues to the technical, service, and clinical teams as needed.
· Complaint, RMA/Repair & Preventative Maintenance ticket processing (15%) Coordinate ticket handling to support timely and effective resolution.
Cross-Functional Collaboration & Reporting — 17% Total
· Recordkeeping (10%) Maintain detailed and organized documentation of all customer interactions.
· Sales support (5%) Provide reports, updates, and task assistance to the Sales team as requested.
· Projects & cross-functional work (12%) Participate in meetings, collaborate across departments, troubleshoot workflow roadblocks, and support process improvement initiatives.
General Multitasking & Workflow Management — 13% Total
· Multitasking across responsibilities (13%) Flexibly manage varying tasks throughout the week to ensure timely responses and high service quality.
Minimum Qualifications
· Minimum of 3 years in a customer-facing administrative role (customer service, contracts administration, etc.).
· Strong computer skills with experience using ERP systems (JD Edwards highly desirable).
· Willingness to use AI to aid in job performance.
· Solid understanding of the sales fulfillment process.
· Excellent written and verbal communication skills.
· Ability to work effectively in a fast-paced environment and prioritize tasks appropriately.
· Highly organized, self-motivated, and team-oriented.
· Strong analytical and problem-solving abilities.
· Experience working with cross-functional teams (Production, Sales, Finance).
· Ability to remain calm and professional under pressure.
· Technical aptitude with comfort using business intelligence or analytical tools.
· Ability to convert challenging customer situations into positive outcomes.
· Ability to accurately update customer data in systems while interacting with customers.
Salary Range: $65,000 - $85,000
