Customer Service & Logistics Assistant

Refeyn; Boston (MA); On-site; USD 46,000 - 58,000; Full time

Benefits offered by this job

PTO 25 days

10 paid holidays

401(k) match

Volunteer day

Wellbeing allowance

Medical insurance

Dental insurance

Vision insurance

Life insurance

Employee Assistance Program

Job summary

Refeyn is seeking a Customer Service & Logistics Assistant to support day-to-day logistics, warehousing, and inventory for the North American region from our Waltham, MA office. You will manage inbound/outbound movements, kit assembly, stock control, and related documentation, while also handling secondary customer support in Salesforce.

The role interfaces with Customer Excellence, Sales, Procurement, Production, and Sales Support, requiring 2–6 years in logistics and fluent ERP/CRM usage.

Qualifications

• High School Diploma / or equivalent experience.
• 2–6 years of hands-on experience in logistics, warehousing, or stock management (preferably within a manufacturing or cold-chain environment).
• Technical Fluency: navigate NetSuite ERP and Salesforce CRM for order processing and tracking.
• Problem-Solving: independent judgment in day-to-day tasks, with proactive process improvements.
• Equipment & Freight Capability: experience with air/road freight procedures and heavy palletized freight handling.
• Compliance Knowledge (Desirable): basic understanding of Incoterms, import/export declarations, and tariff/commodity codes.

Responsibilities

• Manage incoming order requests and ensure precise data entry and tracking in NetSuite ERP and Salesforce CRM.
• Serve as a secondary point of contact for customer inquiries and provide timely shipping updates and order statuses.
• Assist with resolution of customer complaints, transit issues, returns, exchanges, and routine vendor onboarding workflows.
• Inbound receiving and storage across ambient and temperature-controlled environments.
• Assemble specialized kits and pack outbound shipments up to 200kg using warehouse equipment.
• Maintain stock put-away, conduct routine inventory counts, and track product expiration dates.
• Create accurate domestic and international documentation and liaise with couriers, hauliers, and suppliers.

Skills

Problem-solving

Cross-functional collaboration

Communication

Education

High School Diploma or equivalent

Tools

NetSuite ERP

Salesforce CRM

Job description

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.