ECOM/GA & Knowledge Specialist, Customer Service in Ingelheim am Rhein

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We lead the industry in innovation, design, and consumer delight, and we’re fueled by people who are curious, bold, and collaborative.

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Role Overview

• ECOM
• Primary point of contact for all customer-facing e Commerce topics between Customer Service and the EMEA ECOM team.
• Support agents with orders, payments, deliveries, returns, refunds, and website-related enquiries.
• Analyse customer contacts, trends, and issues, and identify improvement opportunities.
• Escalate and follow up on website, system, and process-related issues.
• Support campaigns, promotions, testing activities, and new feature launches.
• Improve the customer journey and reduce avoidable customer contacts.
• Grill Academy
• Primary point of contact for all Grill Academy-related topics across the DACH region.
• Support agents with bookings, vouchers, cancellations, refunds, and customer enquiries.
• Coordinate with Grill Academy partners and internal stakeholders.
• Maintain processes, documentation, and knowledge articles.
• Analyse customer feedback and identify opportunities for improvement.
• Support the implementation of new programmes and process changes from a Customer Service perspective.
• Knowledge Management
• Responsible for Knowledge Management within DACH Customer Service.
• Create, maintain, and continuously improve knowledge articles, FAQs, and process documentation.
• Support EMEA-wide knowledge management initiatives and standardisation efforts.
• Collaborate with business stakeholders to ensure content remains accurate and up to date.
• Identify knowledge gaps based on customer contacts and agent feedback.
• Support AI and self-service solutions through the development, optimisation, and quality assurance of knowledge content.
• Operational Responsibilities
• Provide day-to-day support to agents handling complex customer enquiries.
• Manage and coordinate escalations.
• Maintain and update knowledge databases.
• Communicate process changes and important operational updates.
• Support testing of new processes, features, and systems.
• Ensure high service quality and agent readiness.
• Reporting & Analysis
• Prepare regular reports on customer enquiries, escalations, and trends.
• Analyse contact drivers, customer feedback, and process gaps.
• Provide recommendations to improve customer satisfaction and operational efficiency.
• Support management with data analysis and ad-hoc reporting.
• Monitor knowledge usage, AI initiatives, and operational KPIs.

Experience

• Working in a specialist capacity for a Customer Service team, ideally for a premium consumer goods brand.
• Excellent English written and verbal communication skills.
• Previous analytical experience is a distinct advantage.
• Proficient in MS Office package, CRM platform, and SAP.
• Knowledge
• Use of Zendesk, SAP (and/or Navision), payment systems, and all other platforms regularly accessed by the Customer Service team.
• Knowledge of e Commerce processes, including order management, payments, deliveries, returns, and online customer journeys.
• Strong project management, multitasking, and decision-making skills.
• Familiarity with reporting, data analysis, and performance monitoring.
• Expertise
• Expertise in e Commerce customer support processes, including order management, fulfilment, returns, and online customer journeys.
• Analytical and comfortable reporting performance data.
• Consumer focused.
• Comfortable with reviewing and editing administrative tasks.
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