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

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 in‑transit, 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 elevate 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.

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