Customer Services

We know direct one-to-one interaction is critical if we want our customers to feel supported on their Toolstream journey, and our friendly Customer Services Team is here to help existing and prospective customers day in, day out, whatever their needs.

We don’t operate a one-size-fits-all policy and we understand end users are important, so we tailor our services around our stockists’ needs and their customers too. Whether you’ve got a technical question, need assistance with a return or a complaint resolution, or if you’d like to make changes to your account, our Customer Services team is here to support you – before, during and after a purchase.         

Sales

Our Sales Team works tirelessly to ensure our customers are kept up to date with all the latest new products and product promotions, so they can pass on the benefits to their own customers. Our dedicated sales representatives ensure our customers get the best deals and value at the right time.

They track and measure sales, anticipating busy trading periods to ensure we always have enough products in stock, and they work with you to optimise your product ranges and help present products in your store and online to ensure you benefit from increased sales.

Marketing, Content & Design

Our Marketing Team focuses on promoting our brands in the best way possible. From seasonal flyers bringing you the best deals, to web banners ready to add straight to your website, they’re always looking for new ways to support your business. 

Our Content Team supports many areas of our business, from Marketing and Sales to Buying and Design. It's their responsibility to manage and safeguard the integrity of all our database content and product information, ensuring all our products are described accurately and thoroughly. They’re also responsible for translating all our content, so our overseas customers can read about our products in their own languages before purchasing.

Our Design and Artwork Team creates a wide range of materials including logos, promotional ads, flyers, catalogues and posters as well as digital ads, web pages, emails and more to support our Marketing Team with brand and customer support.

Buying & Supply Chain

Our Buying Team is responsible for researching and understanding customer and business needs before sourcing the right products from the best suppliers at the most competitive prices. 

They’re also responsible for negotiating contracts to cover production costs, product quality and delivery targets, ensuring all our products follow a strictly controlled process through design, production, quality control and shipment so they arrive in good time to ensure our warehouses are stocked ready for customer orders.

Working closely with the buyers, our Supply Chain Team is responsible for the efficient flow of goods from our suppliers through all the important production stages and eventually to you, the customer. They maintain the fine balance between supply and demand, ensuring the entire journey from sourcing to selling is smooth, timely and cost effective.

Warehouse & Service Centre

Our warehouse staff work tirelessly in our purpose-built warehouses in the UK and Europe to ensure same-day despatch of your orders to more than 43 countries around the world.

When it comes to picking and packing, our automated state-of-the-art warehouse system takes care of this, so orders are loaded onto our lorries and on their way to you the very same day

We know sometimes our products might not reach you in A1 condition, or you might have a technical query or need to ask about spare parts. Our Service Centre is the go-to team for technical queries and faults - if they can fix it they will, or they’ll organise a replacement instead. They can also supply spare parts for many of our tools.

Finance

A company can’t function without a good Finance Team and ours is the best.

As well as setting up new customer accounts, they also work hard processing customer payments and credits, organising promotional pricing and ensuring all our prices are always competitive so you know you’re getting the best possible value for your money.