Retailer Support Specialist

At Weber, grilling is a passion that’s reflected in everything we do. Our goal is to share this passion and spark inspiration with the people who matter most – our grilling community. Weber has been the world’s premiere manufacturer of charcoal and gas grills and accessories since 1952. If you have the desire to work for a company that is recognized for exceptional quality products and high customer satisfaction, employment with Weber may be right for you. We provide a friendly working atmosphere with an environment of growth and opportunity through innovation, pride, and excellence.

Weber is committed to inclusive, equitable and diverse Hiring practices. Our goal is to create a workforce which resembles the diverse rich communities we live, play, and support every day. 

Discover What’s Possible with a career, at Weber.

Location: This is not a remote role- this is a hyrbid position with 3 days in office and 2 days WFH. Office location is in Palatine, IL. 

Summary:

This position is part of the Customer Experience Team. Supports the attainment of Retailer loyalty and will be an ambassador for the Weber brand. Respond to inquiries via telephone and email, ensuring clear, friendly, professional and timely replies to all questions. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of retailer satisfaction are maintained.

Primary Responsibilities:

• Answer and reply to inquiries via Retailer Service line and email and live chat
• Responsible for all entering and monitoring all replacement parts orders which consist of damaged and defective parts.
• Responsible for providing, creating, managing and compiling information from our Weber initiated surveys to our retailers and MGF reps.
• Responsible for Customer Complaint Management.
• Follow up on any customer issues requiring additional research and service.
• Maintain knowledge on all current and discontinued products to provide optimal customer service.
• Use available resources efficiently to assess the customer’s issue and recommend and produce valid solutions.
• Seek answers from internal resources as needed to address retailer’s needs and concerns.

Requirements:

• A High School diploma is required; degree preferred.
• In addition, two years of data entry and customer service experience is also preferred.
• SAP experience preferred. 

Our Benefits:

• Competitive Healthcare Benefits
• Flexibility & Remote Work
• 401(k) plans with company match
• Flexible Spending Account (FSA)
• Paid holidays
• Maternity & Paternity leave
• An unmatched employee discount
• New hire grill credit
• State-of-the-art Grill Academy located at Headquarters
• Fitness Center at Headquarters
• Tuition assistance

Weber-Stephen Products LLC is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.

Weber-Stephen Products LLC is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.