ECOM/GA & Knowledge Specialist, Customer Service

At Weber Blackstone, we believe the best moments happen outdoors while enjoying delicious food with your favorite people. We lead the industry in innovation, design, and consumer delight, and we’re fueled by people who are curious, bold, and collaborative. Whether you’re a seasoned pro or exploring a new craft, we want Weber Blackstone to be the spark that ignites your next career move. Join us on our journey to create world class products that redefine and reimagine outdoor cooking and deliver exceptional experiences for generations to come. Come be part of our BBQ!

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.