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.
* Process customer orders end to end, from entry to confirmation, delivery follow-up and closure.
* Set up accounts and maintain accurate customer master data in Dynamics 365 and Pool IT, supporting onboarding and system training.
* Perform period-end account checks to ensure invoicing accuracy and resolve discrepancies.
* Monitor service data (First Time Right, order-to-delivery cycle times) and support reporting for client reviews.
* Liaise with internal teams to prevent and resolve issues, and escalate early warning signs where needed.
* Receive and register quality complaints, ensuring follow-up with the Quality team.
* Contribute to continuous improvement of customer service processes and system usage.
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 organisational skills, problem-solving mindset and the ability to prioritise in a fast-paced environment.
* Professional communication skills, both written and verbal, with a collaborative approach.
What we offer
At Tosca, we believe our people make the difference. We offer a competitive salary package together with a range of benefits designed to support your wellbeing and development, including:
* 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 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.