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.

• 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%
• • 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 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.

• 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.

• 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.