Customer Care Specialist

About Bell & Howell

Bell & Howell delivers technology‑driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences.

Our Automation Services bring a dedicated team of expert mechatronic service engineers completely covering North America and are backed by our Integrated 360™ advanced technology, enabling remote repair, diagnostics, automated Smart Ops Dispatch™ and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next‑generation equipment delivering best‑in‑class performance, enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce, and manufacturing—all backed by the best service in the industry.

Customer Care Specialist

Durham, NC

Mon‑Fri 9:30 am‑6:00 pm

$18–$19 per hour

Reporting directly to the Manager of the Customer Care Center, this role plays a key part in the Customer Service team by updating databases, answering support calls, and keeping records of important information.

• Answer phone support calls and log data into Customer Relationship Management (CRM) software
• Interact with customers, company sales and/or service representatives to handle a variety of pre‑sales or post‑sales service functions
• Receive customer requests and prepare documents/trouble tickets related to processing returns (RMA), servicing, and exchanges
• Update databases with the status of returned materials and account for returns inventory
• Record and report the status of equipment returns, repairs, replacements, sales orders, and delivery schedules
• Coordinate after‑hours shipment of emergency parts
• Maintain records of returns, schedule changes, product enhancements or changes, and product pricing, and resolve return credit problems
• Collect data and compile reports from monitoring software, as needed
• Ensure a seamless transition of activities between shifts

N/A

• Direct customer interaction (including troubleshooting assistance)
• Strong computer skills using office programs (Excel, FSM Salesforce, Word)
• Strong oral and written communication skills
• Demonstrated customer service skills
• Must be able to lift up to 30 pounds
• Professional with drive, ambition, self‑starter/motivator
• Excellent analytical and customer skills, with the ability to handle complex problems
• Ability to develop and maintain awareness of issues
• Sound practice in issue identification, analysis, and resolution
• Effective verbal, non‑verbal, and listening skills to meet business needs
• Personal commitment to developing themselves and, if relevant, their team members
• Create and maintain customer relationships built on consistent, high‑quality service delivery; effectively drill down into customer issues and resolve them while managing expectations
• Experience working in a call center environment

• High school diploma or GED and a minimum of 1–2 years of related experience, or an equivalent combination of experience and education (required)
• Direct customer interaction (including troubleshooting assistance) strongly preferred

This position does not require travel.

• Ability to remain in a stationary position 75% of the time
• Ability to type on a keyboard
• Ability to hear and talk
• Ability to move about inside the office to access file cabinets, office machinery, etc.
• Ability to operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
• Requires close vision for computer work and reviewing correspondence

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Bell & Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual’s qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, marital status, or any other characteristic protected by federal, state or local law.

Entry level

Full‑time

Other

Automation Machinery Manufacturing

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