Customer Care Specialist

About Bell and Howell

Bell and 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 covering North America and 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 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.

Reporting directly to the Manager of the Customer Care Center, this person plays a key part in our Customer Service team. This role updates databases, answers support calls, and keeps record of important information.

• Answer phone support calls and log data into Customer Relationship Management (CRM) software
• Interacts with customers, company sales and/or service representatives to handle a variety of pre‑sales or post‑sales service functions.
• Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges.
• Updates databases with status of returned materials issues and accounts for returns inventory.
• Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules.
• Coordinate after‑hours shipment of emergency parts.
• Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.
• May collect data and compile reports from monitoring software.
• Ensure seamless transition of activities between shifts.

• Direct customer interaction (including troubleshooting assistance)
• Strong computer skills in using office programs (Excel, FSM Salesforce, and Word)
• Strong oral and written communication skills
• Demonstrated customer service skills
• Must be able to lift up to 30 pounds.
• Be a professional with drive, ambition, self‑starter/motivator
• Have excellent analytical and customer skills and a demonstrated ability to handle complex problems and find ways to address them.
• Demonstrate ability to develop and maintain an awareness of issues.
• Exhibit sound practice in issue identification, analysis, and resolution.
• Use effective verbal, non‑verbal, and listening skills to meet BH business needs.
• Be personally committed to developing themselves, if relevant, their team members.
• Create and maintain customer relationships that are built on a foundation of consistent, high quality service delivery. Effectively, drill down into customer issues and quickly resolve issues, while managing internal and external expectations.
• Experience working in a call center environment

• A high school diploma or GED and a minimum of 1‑2 years of related experience or equivalent combination of experience and education is 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…