Resolution Specialist (Onsite)

Job Summary

At Haworth, Resolutions Specialists are the go-to experts for resolving product and service issues with precision, empathy, and speed. This dynamic role places you at the heart of operational excellence, where you’ll manage everything from product replacements and labor service orders to complex installation coordination and shipment issues.

As a Resolutions Specialist, you’ll:
•    Investigate and resolve claims related to damage, shortages, and service part issues.
•    Manage service notifications, labor service orders, and replacement activities.
•    Collaborate with internal teams like manufacturing, engineering, and logistics to ensure timely and accurate resolutions.
•    Think creatively and find innovative ways to resolve claims and elevate customer satisfaction.

You’ll be empowered to make decisions within defined guidelines, escalate when needed, and build strong relationships with dealers and internal partners. This is a strategic role that blends technical insight, relationship management, and operational rigor.

Haworth is a place where your work truly matters. As a Resolutions Specialist, you’ll be part of a supportive team that values collaboration, ownership, and continuous improvement. You’ll have the opportunity to build strong relationships across departments, contribute to meaningful outcomes, and grow in a role that blends problem solving with customer impact.

Job Responsibilities

• Lead the resolution of complex customer escalations and disputes, involving multiple departments and stakeholders.
• Develop and implement strategies to proactively address recurring customer issues and minimize escalations.
• Analyze customer data to identify trends, root causes of issues, and opportunities for process improvements.
• Build and maintain strong relationships with key customers to ensure satisfaction and loyalty.
• Lead cross-functional teams to implement process improvements and enhance the customer experience.
• Mentor and coach Resolution Specialists to develop their skills and expertise.
• Stay informed about industry trends, best practices, and emerging technologies in customer service and order resolution.
• Must be able to perform all essential job functions with/without accommodation.
• Uses office automation, communication, software, and tools used in Haworth office environment.
• Performs other duties within scope as assigned.

Required Qualifications

• Education: Bachelor's Degree in Business, Business Management, Customer Service Management, or similar field of study
• Education Equivalency: Associate's Degree plus 2 years related experience OR 4 years related experience if no post-secondary education
• Work Experience: 2 years in complaint management/resolution, warranty claims or similar
• Military Equivalency at www.mynextmove.org/vets/find/military
• Applicants must be able to work in Holland, MI without relocation assistance.
• Applicants must possess an unrestricted right to work in the US to be eligible for this position.

Preferred Qualifications

• Experience resolving warranty claims.  
• Experience in non-transactional customer facing roles with problem solving focus such as customer support, service operations, or inside sales where empathy, responsiveness, and policy navigation are key.
• Experience in quality or resolution roles in similar industries - furniture, manufacturing, or B2B environments where product knowledge and service coordination are essential. 
• SAP experience – navigating claims, orders, and service notifications.
• Basic computer proficiency – including Microsoft Office (Outlook, Excel, Word).
• Time management – ability to prioritize and manage multiple claims efficiently.
• Problem-solving – analytical thinking to resolve complex issues and identify root causes.
• Familiarity with complaint management systems and processes.
• Clear and concise communication – both written and verbal, across departments and with dealers or external customers.
• Empathy and patience – essential for handling emotionally charged or sensitive claims.
• Active listening – to fully understand customer concerns and internal feedback.
• Resilience – staying composed under pressure and navigating challenging conversations.
• Proactive learning – ability to independently learn processes and build cross functional relationships.
• Team collaboration – working effectively with internal teams and contributing to a positive environment.