Customer Service Specialist

At Tosca, we’re not just leaders in reusables—we’ve been pioneering sustainable solutions for over 60 years. We empower our partners with tailored innovations that drive efficiency and sustainability while reducing environmental impact. If you’re passionate about sustainability and Customer Services, we invite you to join our team!

At Tosca, customer satisfaction is at the heart of everything we do. We are looking for a Customer Support Specialist to join our team in Dudley, supporting customers across the UK and Ireland.

In this role, you will deliver reliable day-to-day service by handling enquiries, processing orders and managing customer accounts with speed and accuracy. Acting as the first point of contact, you will take ownership of customer accounts end to end, combining strong relationship management with operational and administrative excellence.

You will play a pivotal role in ensuring smooth order flows, accurate invoicing and timely communication. By working closely with Sales, Logistics/Operations and Quality, you will help prevent issues before they impact customers, while also contributing to service KPIs and Monthly Business Reviews.

Responsibilities

• Act as the main point of contact for customer enquiries via phone and email; log, triage and resolve requests within agreed SLAs.
• Handle orders, queries and simple claims with clear and solution-oriented communication; manage urgent or sensitive situations professionally.
• Prepare and participate in customer reviews (remote or on site); share concise actions and follow-ups.
• Escalate early warning signs (delays, dissatisfaction, unusual volumes) and coordinate with Planning, Sales and Logistics to secure service continuity.
• Process orders end to end entry, confirmation, delivery follow-up and closure; provide proactive status updates to customers.
• Set up accounts and maintain accurate customer master data (contacts, parameters) in Dynamics 365 and Pool IT. You support customer onboarding and training on Tosca’s online tools.
• Perform period-end account checks to support correct invoicing; resolve discrepancies with relevant teams.
• Monitor and validate First Time Right (FTR) and track cycle time from order to delivery; detect data discrepancies or delays and trigger corrective actions.
• Build and update operational dashboards; support Front Office with reporting for client reviews; provide insights to Planning/Sales for decision-making.
• Oversee adherence to contractual and operational standards; standardize back-office routines and flag recurring pain points for improvement.
• Act as a key user for systems/tools (Pool IT, Web tool, Tableau, Dynamics 365) and coordinate with IT for fixes and enhancements.
• Receive and register quality complaints, ensuring follow-up with the Quality team.
• Ensure compliance with customer-specific handling instructions and internal SOPs; contribute practical improvement suggestions where gaps are identified.

What we are looking for

• Degree or vocational training in Business Administration, Supply Chain, Customer Service Management, or equivalent professional experience.
• 3–5 years of B2B customer service experience in a logistics/supply chain environment.
• Experience managing end-to-end order flows, invoicing checks and CRM/ERP data.
• Proficiency in MS Office (Excel, Outlook, PowerPoint) and familiarity with ERP/CRM systems (Dynamics 365 is an advantage).
• Strong organizational skills, problem‑solving mindset and the ability to prioritize in a fast‑paced environment.
• Professional communication skills, both written and verbal, with a collaborative approach.

What we offer

• Participation in the company bonus plan
• 25 days of annual leave plus 8 public bank holidays (33 days in total)
• Private medical insurance (comprehensive cover for you, with the option to add dependents at a competitive rate, available after probation)
• Life insurance (coverage equivalent to one time your base salary, effective from day one)
• Workplace pension scheme (employer contribution 3%, employee contribution 5%, after probation)
• A collaborative, international and supportive work environment

Location: Dudley, UK – this is a full‑time on‑site role

About us

We continuously invest in your personal and professional development through our training & coaching programs.

You will join a dynamic and fast‑growing company that is part of a strong international group. We take pride in our green service and encourage our employees to participate in our growth and help us co‑define the path to success.

You will work in a fun environment with a supportive team that cares about each other and encourages collaboration at all levels.

We cultivate a tight‑knit team of smart people who care about their work and their colleagues.

We believe this is a really exciting opportunity for someone who is up for a fast‑paced challenge and is eager to become an integral member of our team.

Send us your CV, we’re looking forward to meeting you!

External recruitment services/agencies will not be used for this position.

We value diversity and equal opportunity. Applicants are welcomed on the basis of their individual merits as we do not discriminate on the grounds of age, sex, disability, ethnic or racial origin, religion or belief, or sexual orientation. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us.

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