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.

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.

• 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 ensure 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 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