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

Role Overview

ECOM Primary point of contact for all customer-facing eCommerce 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 eCommerce 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 Expertise in eCommerce 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.

Weber Blackstone brings together two iconic names in outdoor cooking, united by a shared passion for creating exceptional experiences around the grill and griddle. Formed through the combination of Weber and Blackstone in 2025, we build on the strengths, expertise, and heritage of both companies to shape the future of outdoor cooking. With a commitment to quality, innovation, and a consumer‑first mindset, we empower our teams to create products and experiences that bring people together and elevate outdoor cooking around the world.

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