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- Tasks: Deliver exceptional customer service and manage accounts with a focus on sustainability.
- Company: Join Tosca, a leader in sustainable solutions for over 60 years.
- Benefits: Enjoy personal development, a supportive team, and a fun work environment.
- Why this job: Be part of a mission-driven company making a real impact on the environment.
- Qualifications: Experience in customer service or account management; strong problem-solving skills.
- Other info: Dynamic role with opportunities for growth and collaboration.
The predicted salary is between 28800 - 43200 ÂŁ per year.
At Tosca, we\âre not just leaders in reusablesâwe\âve 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\âre 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\âs 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.
3â5 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, problemâsolving mindset and the ability to prioritize in a fastâpaced 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 â this is a fullâtime onâsite role
About usWe continuously invest in your personal and professional development through our training & coaching programs.
You will join a dynamic and fastâgrowing 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 coâdefine 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 tightâknit 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 fastâpaced challenge and is eager to become an integral member of our team.
Send us your CV, we\âre 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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Customer Service Specialist employer: Tosca
Contact Detail:
Tosca Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Service Specialist
â¨Tip Number 1
Get to know the company! Research Tosca's values and mission, especially their focus on sustainability. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
â¨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for standing out in the interview process.
â¨Tip Number 3
Prepare for common customer service scenarios. Think about how you'd handle specific situations, like resolving a customer complaint or managing stock discrepancies. Practising these responses can give you a confidence boost during interviews.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets noticed. Plus, it shows youâre serious about joining the Tosca team!
We think you need these skills to ace Customer Service Specialist
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Service & Asset Specialist role. Highlight your customer service experience and any relevant achievements to show us why you're the perfect fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us about your passion for sustainability and how you can contribute to our mission at Tosca. Be genuine and let your personality come through.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've proactively resolved customer issues in the past. We love candidates who can think on their feet and anticipate needs before they arise!
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way for us to receive your application and ensures you donât miss out on any important updates from our team!
How to prepare for a job interview at Tosca
â¨Know Your Customer Service Basics
Before heading into the interview, brush up on your customer service fundamentals. Understand what makes a great customer experience and be ready to share examples of how you've provided exceptional service in the past. This will show that youâre aligned with Toscaâs commitment to customer satisfaction.
â¨Demonstrate Problem-Solving Skills
Prepare to discuss specific instances where you've anticipated customer needs or resolved issues proactively. Think about challenges you've faced and how you turned them into opportunities for improvement. This will highlight your strong problem-solving mindset, which is crucial for the role.
â¨Familiarise Yourself with Tosca's Values
Research Toscaâs mission and values, especially their focus on sustainability and innovation. Be ready to discuss how your personal values align with theirs and how you can contribute to their goals. This shows genuine interest and helps you stand out as a candidate who fits well within their culture.
â¨Prepare Questions for Your Interviewers
Have a list of thoughtful questions ready to ask during the interview. Inquire about team dynamics, customer engagement strategies, or how they measure success in the role. This not only demonstrates your enthusiasm but also gives you valuable insights into whether this is the right fit for you.
