Customer Service Coordinator 1

Fujifilm•Greenwood, SC

18h

About The Position

Fujifilm is seeking a Customer Support Coordinator who supports the Google × Fujifilm Photo Store (GMSB) by overseeing the handling of 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 a 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 customer service team, manage financial transactions including full and partial refunds, and ensure our brand quality through content moderation. FNAC-ID Personalized Photo Products Group (PPPG) now makes more than 450 personalized items (such as coffee mugs, posters, framed prints, canvas wall décor and more). PPPG 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.

Requirements

High school diploma/GED
3–5+ years in D2C/eCommerce customer service
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
Consumer (D2C) support experience, not traditional B2B account support.
Comfortable managing real-time, high-expectation end customers, similar to Amazon, Apple, or other consumer platforms.

Nice To Haves

Photo, personalization, retail, or digital platforms strongly preferred

Responsibilities

Oversee the Tier 2 Customer Service Specialists and assist in their training, development, and continuous growth to ensure team effectiveness and service excellence.
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.
Assist or lead the hosting of department meetings.
Assist the supervisor in other duties that will enhance their leadership skills.
Serve as the final point of resolution for customer cases within the 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 agreement (SLA) targets and resolution timelines.
Document and tag issues in Intercom to support root cause analysis and reporting.
Manage Yotpo-moderation, reviewing customer-submitted reviews ensuring they meet platform standards.
Provide feedback on recurring issues to Tier 3 / CS Ops and the wider Product and Operations teams, as needed.
Conduct necessary outbound communications to resolve critical customer issues that cannot be settled via Live Chat Support.