Logistics & Client Experience Representative

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

Luggage Forward is seeking a Logistics & Client Experience Representative to support our Denver, Colorado office in the RiNo District.

This is an in-person role supporting two key operational teams. During the morning hours, the role will assist the Client Experience team by helping manage customer inquiries and ensuring a smooth service experience. During the afternoon, the role will shift to supporting the Logistics and Packet Operations team, preparing shipment materials, and assisting with operational coordination.

We are looking for someone reliable, organized, detail-oriented, and comfortable balancing structured tasks with customer interaction. This role is ideal for someone who enjoys both hands-on operational work and supporting customers directly.

This position requires a consistent schedule and in-office presence. Representatives are expected to work the full duration of their scheduled shift.

What You’ll Do

Client Experience Representative (8:00 AM – 12:00 PM MT)*

• 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 (12:30 PM – 4:30 PM MT)*

• Prepare and assemble customer shipping packets to support smooth luggage shipments

• 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

• Support packet-related projects, operational workflows, and logistics tasks

*The hours spent supporting each team are subject to change 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

This is an in-person position based in our Denver office in the RiNo District