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. As a Customer Service & Asset Specialist UK and Ireland, you will play a pivotal role in delivering an exceptional customer experience by combining relationship management with operational and administrative excellence.
You will act as a trusted partner, taking full ownership of your customer accounts and managing them end-to-end. You will adopt a proactive approach to anticipate customer needs, resolve issues before they arise, and safeguard Tosca’s reusable assets.
On a daily basis, you will be responsible for the accurate management of all aspects of customer accounts, including order processing, asset tracking, stock control, and invoicing. Your contribution will be key to delivering reliable service, transparent communication, and seamless processes, while actively supporting Tosca’s mission to build smarter and more sustainable supply chains.
This position combines customer engagement with operational execution, driving both customer satisfaction and business performance.
Responsibilities
Customer-Centric - Customer Relationship Management
- Act as the primary point of contact for customers in the UK & Ireland, providing day-to-day support and building long-term, trust-based relationships.
- Manage customer queries and requests, delivering fast and efficient solutions in accordance with SLAs to ensure consistently high customer satisfaction.
- Proactively anticipate customer needs, resolve issues before they escalate, and contribute to long-term partnerships.
- Lead customer onboarding and system training to ensure customers are autonomous and confident with Tosca’s platforms.
- Participate in regular customer review meetings, providing insights and recommendations for service optimization.
Account Administration & Order Management
- Oversee customer account administration including order processing, stock declarations, stock balance management and system data accuracy.
- Execute period-end account checks to ensure invoicing accuracy and resolve any discrepancies.
- Manage and update customer master data to guarantee the reliability of information across all systems.
- Support credit control process and billing processes through accurate data entry and validation
Asset & Stock Control
- Monitor customer stock movements, analyse asset flows and address discrepancies to safeguard Tosca’s reusable assets.
- Lead customer stock audits at customer locations and ensure timely follow-up up, collaborate with customers to finalise results.
- Proactively contribute to reducing asset losses and improving asset turnover across customer accounts.
Digitalisation & Continuous Improvement
- Promote the use of Tosca’s digital tools and self-service platforms to improve customer autonomy and operational efficiency.
- Identify opportunities for process improvements, automation, and digital adoption within customer service and asset management activities.
- Contribute to cross-functional projects aimed at optimising workflows, reducing manual tasks, and improving customer experience.
- Provide feedback to internal teams on system enhancements based on customer interactions and operational insights.
Cross-functional Collaboration & quality Support
- Work closely with internal teams (Supply Chain, Operations, Quality) to ensure seamless service delivery and issue resolution.
- Act as the customer’s representative internally by escalating and supporting resolution of product or service quality issues.
- Contribute to the continuous improvement of processes to enhance both customer satisfaction and operational efficiency.
Education
- Degree or vocational training in Business Administration, Logistics, Supply Chain Management, Customer Service, or a related field.
- Equivalent professional experience may also be considered in lieu of formal education.
Skills
- Strong problem-solving mindset with the ability to anticipate customer needs and address issues proactively.
- Customer-focused attitude with excellent interpersonal and relationship-building skills.
- Strong analytical skills with attention to detail, especially in managing data, stock movements, and financial transactions (billing, stock audits, etc.).
- Proficiency in MS Office (Excel, Outlook, etc.) and familiarity with ERP or CRM systems; open to learning Tosca’s internal tools.
- Comfortable working with KPIs, SLA metrics, and reporting dashboards. Experience with CRM MS Dynamics 365 and customer service tools.
- Knowledge of contract compliance, audit planning, and stock control best practices.
- Highly organized and able to prioritize multiple tasks while maintaining accuracy under tight deadlines.
- Strong sense of ownership and accountability over your customer accounts.
- Self-starter who works independently while collaborating effectively within a team.
Experience
- 2 to 5 years of experience in a Customer Service, Account Management, or Order Management role, ideally within a B2B, logistics, or supply chain environment.
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.
