Customer Service & Logistics Assistant

Position Overview

The Customer Service & Logistics Assistant primarily supports the day-to-day logistics, warehousing, and inventory functions for the North American region of Refeyn Inc., while providing secondary customer support as needed. Based out of our office in Waltham, MA, this role is primarily responsible for managing the physical inbound and outbound movement of goods, kit assembly, and stock control for our US-based operations.

In addition to core logistical duties, you will manage secondary administrative and customer support operations, ensuring accurate order intake and tracking across our business systems. This role interfaces regularly with Customer Excellence, Sales, Procurement, Production, and Sales Support.

Location: Waltham, MA

Key Responsibilities

Order Administration & Customer Operations Support

Order Intake & Data Entry: Manage incoming order requests from internal and external customers, ensuring precise data entry and tracking within NetSuite ERP and Salesforce.com CRM.

Customer Contact: Serve as a secondary point of contact for customer inquiries via Salesforce.com, ensuring timely responses and maintaining communication regarding shipping updates and order statuses.

Issue Resolution & Admin: Assist with the resolution of customer complaints, transit issues, returns, exchanges, and routine vendor onboarding workflows.

Core Logistics & Cold-Chain Operations

Inbound Receiving & Storage: Resourcefully handle and store incoming materials across ambient, 4°C, -20°C, and -80°C temperature-controlled environments.

Order Fulfillment & Shipping: Assemble specialized kits and pack outbound shipments ranging from small ambient/dry-ice packages to palletized freight (up to 200kg) using warehouse equipment.

Stock Control: Exercise sound judgment in managing physical stock put-away, conducting routine inventory counts, and tracking product expiration dates.

Documentation & Logistics Coordination: Create accurate domestic and international documentation (commercial invoices, delivery notes, shipping labels) and liaise directly with external couriers, hauliers, and suppliers.

Person Specification

Know-How & Qualifications

High School Diploma / or equivalent experience.

Experience: 2–6 years of hands-on experience in logistics, warehousing, or stock management (preferably within a manufacturing or cold-chain environment).

Technical Fluency: Demonstrated ability to navigate NetSuite ERP and Salesforce CRM for order processing and tracking.

Problem-Solving: Proven ability to exercise independent judgment in day-to-day work, needing only limited instruction on routine tasks while proactively recommending process improvements.

Equipment & Freight Capability: Experience with air/road freight procedures and physical capability to safely handle heavy palletized freight using powered lifters.

Compliance Knowledge (Desirable): Basic understanding of Incoterms, import/export declarations, and tariff/commodity codes.

Interpersonal Skills & Key Contacts

Regular Cross-Functional Contact: Maintain consistent day-to-day interaction with internal managers and colleagues across Customer Excellence, Sales, Procurement, Production, and Sales Support.

Communication & Support: Clear, professional written and verbal communication when coordinating with external vendors and addressing customer inquiries via Salesforce.

Additional Requirements

Work Authorization: Right to work in the United States is required.

Travel: None. This is a fully on-site role in our Waltham, MA facility; a passport and business travel are not required.

Why work for Refeyn?

Compensation and core benefits

We anticipate a salary between $46,000 and $58,000, depending on experience.

25 days PTO per year in addition to 10 paid holidays

5% company match to 401(k)

A paid volunteer day per year

Annual wellbeing allowance

Comprehensive core benefits package including Medical Insurance, Dental Insurance, Vision Insurance, Life insurance, Workers Compensation Insurance, and Employee Assistance Program

Suite of voluntary benefits including flexible spending accounts, supplemental insurances for accident, critical illness, hospital indemnity, and more

Supporting your Development

All employees receive access to Linkedin Learning which offers thousands of courses to support their personal and professional development. We also run frequent training sessions on both hard and soft skills.

Values-Led

Refeyn is committed to celebrating each other’s differences and creating a dynamic, driven and diverse culture where everyone can flourish. We are proud to have been awarded Committed Status by the Inclusive Employers Standard in 2024 and are working hard to create a safe and empowering environment for all.

We firmly believe that there is great strength in building teams with different voices, experiences, perspectives, and backgrounds so that we can continue to share the team workload and enable our customers to succeed, and we welcome applicants from all sections of society to join us on our mission to advance discovery through innovation.

Refeyn is proud to use anonymised hiring practices. Identifying information such as a candidate's name, email address, date of birth and photo will not be visible to the hiring manager when they review CVs.