At a Glance
- 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.
- Other info: Dynamic role with opportunities for growth and collaboration.
- 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.
The predicted salary is between 28800 - 43200 £ per year.
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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Customer Service Specialist in Dudley employer: Tosca
At Tosca, we pride ourselves on being a purpose-driven employer that champions sustainable innovation in the supply chain. Our collaborative and international work culture fosters professional growth and values your contributions, ensuring that you can make a meaningful impact while leading a high-performing IT Service Desk team across the EMEA region. Join us to be part of a transformative journey where your ideas matter and your career can flourish in an environment committed to continuous improvement and sustainability.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist in Dudley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tosca. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tosca before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Specialist in Dudley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tosca:Your cover letter is your chance to shine! Tell us why you want to work at Tosca specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tosca!
How to prepare for a job interview at Tosca
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
