Customer Service & Asset Specialist (UK) in Dudley

Shape the future of logistics with us! At Tosca, we help the world’s leading retailers and suppliers eliminate waste, reduce costs, and improve efficiency with our reusable packaging solutions. Our people are at the heart of this mission, and we are now looking for a Customer Service & Asset Specialist to strengthen our team in the UK & Ireland.

Our Customer Service and Asset Specialist plays a critical role in protecting Tosca’s asset base while delivering exceptional customer experience across the UK & Ireland region. This role combines customer relationship management, operational accuracy and asset governance to ensure contract compliance, financial integrity and sustainable pooling performance. You act as the operational owner of assigned customer accounts, ensuring data accuracy, asset visibility and proactive issue resolution while strengthening long-term customer partnerships. Success in this role requires strong attention to detail, commercial awareness, personal accountability and a consistently positive, solution-focused approach.

• Customer Relationship Management
  • Act as the primary operational point of contact for assigned UK & Ireland customers.
  • Build trusted, professional relationships that support long-term partnership.
  • Manage customer queries efficiently in line with SLAs, ensuring high service standards.
  • Proactively anticipate potential issues and resolve them before escalation.
  • Lead onboarding and customer system training to ensure confidence and autonomy.
  • Support customer performance review meetings by providing accurate data and operational insight.
  • Act as an internal advocate for customers while protecting Tosca’s commercial and asset interests.
• Account Administration & Order Management
  • Own end-to-end order processing accuracy for assigned accounts.
  • Ensure stock declarations and balance updates are completed accurately and on time.
  • Perform structured period-end checks to ensure billing accuracy and resolve discrepancies prior to invoicing.
  • Maintain accurate and compliant Customer Master Data across systems.
  • Support credit control processes through timely dispute resolution and validation of account data.
  • Safeguard revenue through disciplined data entry and validation processes.
• Asset & Stock Control
  • Take ownership of asset accuracy and stock integrity across assigned accounts.
  • Monitor stock movements and analyse asset flows to identify discrepancies or risk trends.
  • Lead and coordinate customer stock audits, ensuring timely reconciliation and follow-up actions.
  • Escalate asset variance risks with clear recommendations for resolution.
  • Actively contribute to reducing asset loss and improving asset turns.
  • Support contract compliance by ensuring asset movements align with agreed commercial terms.
• Digitalization & Continuous Improvement
  • Promote adoption of Tosca’s digital tools and self-service platforms.
  • Identify opportunities to streamline processes and reduce manual activity.
  • Contribute to workflow optimization initiatives across Customer Service and Asset functions.
  • Provide structured feedback on system enhancements based on operational insight.
  • Support continuous improvement initiatives that enhance efficiency and customer experience.
• Cross-Functional Collaboration & Quality Support
  • Work collaboratively with Supply Chain, Operations, Sales, Finance and Quality teams.
  • Escalate and support resolution of service or quality issues in a structured manner.
  • Contribute to root cause analysis and corrective action processes.
  • Maintain clear and professional internal communication to support operational continuity.

• Strong attention to detail and high levels of data accuracy.
• Demonstrated ownership mindset with accountability for results.
• Ability to manage customer queries with professionalism and efficiency.
• Strong analytical capability with confidence working with numerical data.
• Ability to manage multiple priorities while maintaining accuracy.
• Strong written and verbal communication skills.
• Positive, solution-focused approach to problem solving.
• Proficiency in Microsoft Office, particularly Excel.
• Fluency in English (written and spoken).

• 2 to 5 years’ experience within Customer Service, Account Management, Order Management or Asset Control.
• Experience operating within a B2B, logistics, pooling or supply chain environment preferred.
• Experience working with KPIs, SLAs and performance metrics.
• Experience using CRM or ERP systems.
• Exposure to billing validation, reconciliation or audit processes advantageous.

• Strong organizational and time management capability.
• Structured and methodical working style.
• Ability to analyse trends and identify discrepancies.
• Confident problem-solving ability.
• Resilient under pressure with strong prioritization skills.
• Effective cross-functional collaboration capability.
• Clear and confident communicator.

• Permanent contract with a competitive remuneration package aligned with your skills and experience.
• Local benefits.
• Home-office up to 2 days/week is possible after the onboarding period.
• Continuous investment in your personal and professional development through training and coaching.
• A dynamic and fast-growing company that is part of a strong international group, with a focus on sustainability.
• A supportive, collaborative team environment where your ideas and contributions matter.

Interested? 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 and your letter of motivation in English. We’re looking forward to meeting you!

Your personal data will be processed by Tosca for recruitment purposes in accordance with GDPR and applicable local data protection laws. We value diversity and equal opportunity. Applicants are welcomed based on 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.