Customer Service & Logistics Assistant

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.

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.

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.