Service Support Coordinator

Job Location:

Watson Furniture Group - Poulsbo, WA

Position Type:
Full Time

Salary Range: $23.00 - $29.00 Hourly

Job Shift: Day

Job Category:
Customer Service

Welcome. We’re glad you’re here. And we’re not just saying that. We’re glad we’re here too. We are proud of this company and take great pleasure to introduce you to the Watson difference.

For more than 50 years we have designed and built revolutionary and award‑winning workplace solutions for some of the most dynamic and innovative companies. Our designs are functional, simplistic, and manufactured with a high respect for our environment and our people. We are proud to source the best talent and materials at our manufacturing facility in Poulsbo, WA.

We are looking for an organized and dependable Service Support Coordinator. This role operates with the objective to convert customers to ambassadors by providing an exceptional customer experience. This position is the main point of contact for our new and existing customers after the sale. This person will need to operate with a sense of urgency on behalf of our customers.

This role is 100% on‑site at The Orchard
, our breathtaking Pacific Northwest workplace in Poulsbo, Washington.

The Orchard is more than a campus, it’s a reflection of who we are. Towering evergreens, walking trails, open‑air collaboration spots, and the steady hum of crafts persons building real things with their hands. On any given day, you’ll find teammates enjoying our monthly BBQs, grabbing coffee at the espresso bar, exchanging ideas on the fly, or just taking a moment to breathe in the mountain views.

We believe in investing in your growth, your skills, your curiosity, and your future. Here, learning is continuous, collaboration is natural, and the work you do directly supports the relationships that keep customers coming back to Watson.

• Exercise flexibility, initiative, and good judgment to resolve problems and field customer inquiries
• Use extensive product knowledge and resources to resolve issues on behalf of Watson and in the best interest of our customers
• Prepare quotes for replacement parts and other service‑related components
• Manage warranty contractual requests including identifying technical issues and determining if labor quotes are within reason. This entails doing research on costs in the same geography and will be responsible for validating and crediting warranty requests in a timely manner
• Provide warranty education and training on our processes, service requirements, and areas to improve efficiencies
• Report and escalate priority issues to Account Manager and management when needed
• Proactively enhance understanding of Watson products and processes through continuous learning

• How to partner with internal team to find the root cause of service issues and recommend corrective actions
• How to take detailed notes to track all service incidents using established procedures
• How to take ownership on warranty issues to ensure timely reporting and resolution for the clients
• How to analyze data to determine warranty metrics and improvement activities
• How to drive continuous change and improvements with Product Engineering, Supplier Quality and Manufacturing to improve client experience
• How to work effectively in the Microsoft Suite, especially Outlook & Excel

• Someone with 1–3 years in a customer service role
• Someone with excellent communication skills, both verbally and written
• Someone who thrives in a fast‑paced, deadline‑driven environment
• Someone who is capable of working in various software platforms
• Someone with experience in a major CRM tool

• Comprehensive medical, dental, and vision coverage
• 401(k) with company match
• Generous paid time off and paid holiday schedule
• Monthly Orchard BBQs and team gatherings
• On‑site gym, showers, espresso bar, and beautiful walking trails
• Pet‑friendly workplace (yes — dogs, tails, joy)
• Employee Assistance Program for mental, emotional, financial, and relational support
• Learning and development opportunities that help you grow your skills and your career
• A workplace that values continuous improvement,…