The Faces Behind the Freezers: Agility, Teamwork and Customer Focus in Action

When you are entrusted with critical materials, records and products that drive innovation and progress, reliability and responsiveness are everything.

At Tobin Scientific and Wakefield Moving & Storage, our operations teams share a common mission: to say “yes”, adapt quickly, and deliver with precision, expertise and a human touch. Behind every laboratory move, records transfer, or emergency shipment are real people who take pride in working together to get things done efficiently and with the utmost care and attention to the details that make a difference.

We sat down with members of our boots-on-the-ground operations teams to talk about what being a responsive and agile storage and logistics partner means in their day-to-day.

Meet -  Henry Villalobos (Warehouse Site Lead, Rowley), James Aguilar (Site Lead, Billerica), Chris Donofrio (Sr. GMP Facilities Manager) Nick Welter (Records Storage Manager, Wakefield), and Brandon McCardle (Driver, Wakefield)  

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Q: ‘Agile’ and ‘Responsive’ are words we use a lot when talking about our teams. What would you say these words mean to you in your daily work?

Henry: For me, “agile & responsive” means being proactive, adaptable, and solutions oriented. Every day can bring something unexpected, for example, a rush shipment, a last-minute pickup, or a client request that needs a quick turnaround. Staying agile means adjusting priorities fast without losing focus on quality, compliance, and accuracy.

James: To me, being agile and responsive means staying on top of your work and being ready to move when things change. Every day is different, sometimes you know you have a set schedule, and then something will come up. It’s important to respond quickly, efficiently, and accurately so our clients get the answers they need as soon as possible, and keep things moving smoothly.

Nick: Responsive means our work is tailored to the customer’s needs in any way possible.

Brandon: Being on time and efficient – not everyone in logistics can say that!

Q: We are known for saying “Yes”. What does that look like for your team – especially when an urgent or unusual request comes in?

Henry: For us at Rowley, saying yes means finding safe, and creative ways to make the request happen, even if it means adjusting schedules or collaborating across departments. We look at every challenge as an opportunity to show our reliability. If a customer calls with an urgent or unusual request, we move quickly to assess what resources we need and who can help, while keeping the customer informed.

James: When something urgent comes in - say, a request for same-day or next-day turnaround - we are checking that email right away and respond to confirm the details and what is needed. We use a system called Datex to help streamline the process. Once we have the details, we coordinate with scheduling and sales, so everyone is in the loop, and we get the order out the door as soon as possible.

Nick: For the records storage department, we sometimes have rush orders where clients need something the same day. Usually, we do next day or the day after, but if it’s urgent, we pull it as fast as possible, get it on the truck, and we can make it happen the same day.

Brandon: Sometimes saying ‘yes’ just means we step up when it’s needed. I was just on a move and the woman there had lost the keys to her building. She was upset and feeling really panicked, so I made a few calls and said a prayer to St. Anthony, and within five minutes we found them! They had blown under some leaves outside. That was a little thing, but sometimes just being there for the little things like that can mean a lot.

Q: Can you share a specific example of a time your team’s responsiveness made a big difference for a customer?

Henry: Recently, a client experienced a critical freezer failure that required an emergency shipment delivered early the next morning. My team immediately reorganized priorities, coordinated with logistics, and ensured that the replacement freezer was prepped, packed, and ready for pickup early the next morning. The freezer was delivered by 8 am the following day, preventing the loss of some valuable clinical samples. It was a proud moment for us because it demonstrated how our responsiveness and teamwork truly set us apart. We were able to step up quickly, adapt under pressure, and deliver exactly what the client needed when it mattered most.

James: We have one client who has regular scheduled deliveries every Thursday, but a few months ago they reached out outside their schedule with an urgent need. Their warehouse was overstocked, and they needed us to receive and store additional materials right away. We coordinated internally with scheduling and the logistics team to confirm we had the capacity and could send a driver on short notice. Communication was key here, and once everyone was aligned, we picked and prepped the materials and executed the transfer smoothly.

Nick: A few weeks ago we were doing destruction for a hospital and they included pathology slides that hadn’t reached expiration yet. We pulled them aside, contacted the client. It ended up being a mistake to have included them, and they needed to be kept. Could have been a bad situation if we hadn’t been alert and intervened!

Q: Many times it is important to deliver with speed, but accuracy is also critical. How do you balance efficiency with quality in your day to day?

Henry: Efficiency is important, but accuracy and compliance always come first. We maintain clear processes and check to ensure every order meets our quality standards. I train my team to work efficiently by planning, communicating clearly, and double-checking key details before moving forward. I believe that balance between speed and precision is what keeps our operation strong and dependable.

James: For me it’s all about prioritization. We start each day by reviewing what needs to get done and setting priorities. We focus first on the most critical tasks. If something looks like it could become an issue later, we address it early to prevent bigger problems down the road. Staying proactive keeps us efficient and compliant.

Nick: In records, we make sure two sets of eyes are on everything going out, double-checking everything from numbers to names. I think it’s important to keep us working efficiently but still make sure it’s done right.

Brandon: When I’m driving, I listen to WBZ for traffic reports every ten minutes. If I hear about traffic, I’ll reroute to stay on schedule. It seems like a small thing, but can make a big difference to just always be aware of your surroundings.

Chris: I try to stay efficient by planning, prioritizing based on risk, and keeping communication tight, but I never trade speed for compliance. Efficiency means doing it right the first time, in a way that supports GMP compliance.

Q: Does the human element still matter in an industry that is becoming increasingly technology driven?

Henry: I’m all for automation, it improves efficiency across the board in any operation, but it can’t replace the human judgement, adaptability, or customer care. The human element ensures we understand what’s urgent, what’s sensitive, and what truly matters to the client.

Chris: Automation increases efficiency, but people ensure integrity and compliance during unexpected situations. Automation supports the process, but people protect the process in a regulated environment where quality, compliance, and patient safety depend on sound human judgment

James: For us, everything here really runs on manpower. Sure, automation and AI could handle some tasks. It has its place, but our work relies heavily on hands-on accuracy and real-time judgment from real people. There’s also just that benefit of the human connection. I think clients appreciate knowing they’re communicating with a real person, who understands and cares about their needs. It builds trust. They’re not just getting automated responses to emails and phone calls – It’s a real person responding with a personal response and answer. We really work hard to take the time to understand the details of customers unique projects and treat them like a priority.

Nick: Computers make mistakes, humans can also make mistakes There are times that a human set of eyes catches a mistake or solves a problem that a computer might miss. We need to work with the technology, but you can’t remove the human element.  

Brandon: We deal directly with customers. If they need help, even for small things, we are there to help, even if it’s moving something out of the way.

Q: What is something customers might not realize happens behind the scenes in your day-to-day work? Maybe something that goes un-noticed but really makes a difference?

Henry: Many customers don’t realize how much coordination and communication goes into each shipment or intake. Behind the scenes, my team is verifying data, labeling, cross-checking records, and ensuring compliance before anything moves. There’s a lot of effort that happens quietly to make sure every task runs smoothly and without delay.

James: I think something people maybe don’t realize is the level of detail and care that goes into every single order. Each client and warehouse setup is completely unique, and we take time to make sure every order is accurate and compliant. It’s part of what really makes Tobin’s service stand out.

Nick: I would say something people don’t know is how many things have to happen, and how much work goes into setting up a new customer in our system. From picking up boxes, recording all the information, stickering everything and logging it into Excel, then transferring it to our software. It’s a huge process behind the scenes, but it is so important to keeping everything accurate and accounted for.

Chris: Customers often don’t see the amount of planning, cross-functional alignment, and risk control that happens before any work even begins. We make sure the environment is safe, compliant, and ready so the project runs smoothly without disrupting GMP operations

Brandon: Maybe a small thing, but one thing my team does is that when executing a move we always load a customer’s computer equipment last thing, so it’s the first thing off the truck when we arrive. This way, we can start setting that up right away.

Q: Let’s talk about the unexpected. What practical things does your team do to keep things running smoothly when plans change?

Henry: For us, we stay flexible, communicate constantly, and support each other as a team. When plans change, we regroup quickly to reassign tasks and keep priorities clear. Having a strong sense of teamwork and trust allows us to adapt on the fly without sacrificing accuracy or quality.

James: We show up each day ready for whatever the day brings. Communication across departments is really important.

Nick: Communication is key in records storage. We make sure everyone in the department is up to date so if one of us is off doing something else and something comes up, someone else can step in.

Brandon: Weather can definitely throw things off for my team and can make a move more challenging. We plan for weather, and make sure everything’s wrapped and covered before it comes off the truck so nothing gets wet.  

Chris: Our ability to stay calm, organized, and solutions-focused is what keeps the facility running smoothly even when the unexpected happen

Q: What makes you most proud to be part of your team?

Henry: I’m proud to work with such dedicated, hardworking professionals who care about the details and the customer experience. Every project, big or small, gets the same level of attention. It’s rewarding to see how our work directly supports scientific progress and innovation through reliable logistics.

James: For me it’s the real family atmosphere. At Tobin, you’re not just a number. Leadership genuinely checks in on you, personally and professionally, to make sure you’re doing well. That support makes a big difference to me. It’s rare to find that kind of supportive environment in a company of this size.

Nick: I like how tight-knit this company is. A lot of people have been here a long time. I think that says a lot about a company.

Brandon: I like that we all have the same goal really – to make sure that by the end of a move or project, the customer is happy.

Chris: Knowing that the work we do directly enables scientific progress, and protects product quality and patient safety is something I take a lot of pride in.

Q: Why does working with a responsive and human-first company matter for customers?

Henry: Over the course of my career in logistics, warehousing, and supply chain, things rarely go exactly as planned. Working with a responsive and agile team means having a partner who can adapt quickly and keep operations on track. Even when timelines shift or challenges come up. It builds trust and ensures that the customer’s project/mission stays on schedule.

James: It matters because it makes everything easier to work with a team you trust. When you work with a team that understands your needs and reacts quickly, it takes a lot of stress off your plate. Our customers can trust that if something goes wrong, or changes at the last minute, we’ll let them know, and we’ll either fix it or communicate clearly about what’s happening. That trust and transparency is a huge deal.

Nick: A lot of the big storage competitors aren’t good with customer service. They don’t really tailor to customers’ needs, and they just can’t deliver personal service daily like we do.

Chris: Working with a responsive, human first team builds trust. Customers know we can pivot quickly, solve problems efficiently, and keep operations smooth - which reduces stress, avoids delays, and protects the integrity of their products.  

Q: If your team had a theme song, what would it be?

Chris: “Harder, Better, Faster, Stronger” by Daft Punk. It captures how our team constantly improves processes, increases efficiency, all while staying compliant and adaptable.

Henry: “We Will Rock You” by Queen, because it captures our team spirit. We’re strong, united, and ready to take on challenges head-on. No matter how busy things get, we move together with trust and confidence as a team.

Q: Is there anything else you would like to share?

Henry: I’d just like to say that I’m proud to represent a company like Tobin Scientific that truly values teamwork, accountability, and customer focus. Also, I love what I do here at Tobin, and I have the added bonus that I work with a great group of people in our Rowley facility. Every day, we’re part of something bigger, supporting our clients’ success and ensuring they know they can always count on us.

Nick: Customer service is really a big deal for us. So many people come here from bigger companies because they couldn’t get anyone on the phone and they get frustrated. Here, they can call one person and get help right away. That personal touch really makes all the difference.

Chris: I have a joke to share!  Why do facilities managers make terrible magicians?
Because they can’t make a maintenance backlog disappear… but they sure try! Our work is invisible, but the consequences of missing it are very visible!  

Conclusion:

Across every warehouse, trailer, records room, and laboratory move, one thing is unmistakably clear: it’s the people behind the work who make Tobin Scientific and Wakefield Moving truly stand out. Our adaptability, teamwork, and commitment to doing what’s right quickly and carefully is what keeps our customers’ operations running smoothly. From urgent requests to everyday details that protect research and ensure continuity, these teams show up with skill, reliability, and genuine care. We’re proud of the professionals who bring our mission to life each day, and even more proud that our customers can always count on the human touch behind every emphatic “yes”!

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