Fujifilm is seeking a Tier 2 Customer Service Specialist who supports the Google × Fujifilm Photo Store (GMSB) by handling incoming escalations from the offshore Tier 1 CS team and customer inquiries that require deeper investigation, decision-making, and ownership of resolution within the stipulated SLAs.

This role is critical in delivering premium, consumer-grade experience, ensuring fast, accurate, and empathetic resolution for complex customer issues across the US market. As a Tier 2 Specialist, you will be the regional Subject Matter Expert for our personalized-photo platform. You will handle complex customer inquiries and escalations forwarded by our frontline Tier 1 CS team, manage financial transactions including full and partial refunds, and ensure our brand quality through content moderation.

FUJIFILM Personalized Photo Products Group now makes more than 450 personalized items (such as coffee mugs, posters, framed prints, canvas wall décor and more). The business provides a turnkey, back-end service of producing these items for a variety of retail and online customers.  Areas of responsibilities will focus on expanding and growing our sales with existing accounts, while also acquiring and developing new business opportunities.

At FUJIFILM North America Corporation, we are many things to both consumers and business customers. We’re looking for passionate, mission-driven people to help us continue to innovate. 

With five operating divisions, there’s a lot of opportunity to find your niche and make an impact. Perhaps you’ll click with our Imaging Division that provides one-time-use cameras, digital printing equipment, and instax™. Maybe you’ll get charged up about our Electronic Imaging Division that markets digital cameras, lenses, and accessories for content creators. Or, you might have your eye on our Optical Devices Division, which provides optical lenses for the broadcast, cinematography, videography, and industrial markets. You could be drawn to our Business Innovation Division—they develop office and commercial print solutions and enable digital transformation. And if you’re interested in tape, check out our Industrial Products Division—they develop data storage solutions.

We offer a collegial culture and a flexible work environment. Our headquarters is in Valhalla, New York, a quaint town just one hour north of New York City.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers

Responsibilities

• Handle escalated customer inquiries from Tier 1 (offshore team), including: Order issues (delays, defects, lost shipments), Refunds, replacements, and appeasements, Product and print quality concerns, Google Photos integration or upload issues.
• Serve as the final point of resolution for customer cases within region.
• Make judgment-based decisions aligned with customer-first policies and brand standards
• Collaborate with fulfillment/lab teams, Product & Engineering (for bugs or technical issues), Payments/fraud teams
• Maintain strict adherence to service level agreements (SLA) targets and resolution timelines.
• Document and tag issues in Intercom to support root cause analysis and reporting.
• Quality & Moderation: Manage Yotpo-moderation, reviewing customer-submitted reviews ensuring they meet platform standards.
• Trend Reporting: Provide feedback on recurring issues to Tier 3 / CS Ops and the wider Product and Operations teams, as needed.
• Outbound Resolution: Conduct necessary outbound communications to resolve critical customer issues that cannot be settled via Live Chat Support.

Required Skills/Education

• High school diploma/GED
• 3–5+ years in D2C/eCommerce customer service
• (Photo, personalization, retail, or digital platforms strongly preferred)
• Experience handling high-volume, consumer-facing support environments
• Strong understanding of: order lifecycle (checkout → fulfillment → delivery → returns), Refunds, chargebacks, and customer recovery strategies.
• Experience with modern CS platforms (Intercom, Zendesk, Salesforce, etc.)
• Ability to manage complex customer interactions.
• Strong written communication skills (chat + email focus)
• Strong understanding of regional consumer rights and tax implications
• Data-driven mindset with ability to identify patterns and issues

Key Differentiator

• This role requires consumer (D2C) support experience, not traditional B2B account support. Candidates must be comfortable managing real-time, high-expectation end customers, similar to Amazon, Apple, or other consumer platforms.

Salary and Benefits:

• Depending on experience
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

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Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ([email protected]).