About Us
Luggage Forward is a well-established and fast-growing provider of luxury consumer shipping services. We’re transforming the travel experience for travelers by offering a smarter, easier alternative to carrying and checking bags.
For nearly two decades, Luggage Forward has set the standard in door-to-door luggage and sports equipment delivery. By leveraging a worldwide network of shipping partners, innovative technology, and exceptional customer care, we guarantee that bags arrive safely and on time.
About the Role
We’re looking for a full-time Customer Experience & Logistics Representative to join our fully remote team. This role requires a 40-hour work week with a consistent, fixed schedule. We’re seeking individuals who are dependable, punctual, and ready to maintain reliable availability during their assigned hours.
In this position, representatives are expected to stay actively engaged throughout their shift — managing calls, tickets, and casework continuously, except during scheduled breaks.
Reps are expected to work the full duration of their scheduled shift. Schedule flexibility is not available, and unpaid time off is not permitted except under approved circumstances outlined in company policy.
We are currently hiring representatives for the following shifts (all times are EST):
- Monday - Friday 11:30 am - 8:00 pm EST
- Monday - Friday 8 am - 5:30 pm EST
What You’ll Do
Client Experience Representative
- Handle customer interactions across phone, email, chat, and case management systems, ensuring timely and professional responses
- Apply knowledge of Luggage Forward products, services, and policies to resolve customer inquiries effectively
- Maintain accurate documentation of customer interactions in company systems (such as Zendesk)
- Collaborate with teammates and cross-functional partners to resolve issues and coordinate solutions
- Identify and escalate potential service gaps, process challenges, or customer concerns
- Support team meetings, initiatives, and continuous improvement efforts
- Logistics & Packet Operations Representative
- Review customer bookings to ensure shipment details are complete and accurate
- Identify and flag issues such as missing information, shipment problems, or delays
- Coordinate with logistics partners regarding pickups, deliveries, and shipment updates
- Assemble and ship Luggage Forward supplies to partners as needed
*The hours spent supporting each team will fluctuate daily based on business needs.
About You
You are a reliable and detail-oriented professional who communicates clearly with customers, teammates, carriers, and leadership. You are comfortable using technology such as Google Workspace and Zendesk, and experience with logistics or shipping platforms is a plus.
You are organized, proactive, and able to manage both structured operational tasks and customer-facing work within a single shift. You work well independently while also collaborating effectively with a team.
You adapt well to change and approach challenges with a problem-solving mindset. As the company evolves, you remain flexible, positive, and open to improving processes and ways of working.
Most importantly, you care about delivering an exceptional customer experience while helping the operational side of the business run smoothly.
Success in This Role Will Be Measured By:
- Consistent achievement of service and operational performance metrics
- Accuracy and reliability in packet preparation and logistics support tasks
- Strong collaboration and positive contributions to team culture
- Demonstrated growth in product knowledge, process expertise, and adaptability
- Identification of opportunities to improve workflows and customer experience
Qualifications
- High school diploma or equivalent required
- Strong organizational and communication skills
- Comfortable using technology and learning new systems
- Ability to manage multiple tasks and prioritize effectively
- Experience in customer service, logistics, or operations is a plus
Work Location
Remote
TO APPLY:
Please use the link below to apply for this role. Applications submitted through Indeed will not be considered. We look forward to reviewing your application!
https://app.dover.com/apply/luggageforward/6391f818-f1ba-4a41-ac7c-baa8114fc461
Pay: $22.05 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
Work Location: Remote
