Operations Representative

About the Role

Luggage Forward is seeking an Operations Representative to support both our clients and the day-to-day movement of their shipments.

This is a fully remote role that combines client communication with hands-on logistics coordination. Operations Representatives own ensuring end to end high quality care for all clients from customer experience to logistics action.

You will spend part of your time speaking directly with clients by phone email or chat and a portion of your time completing the operational and logistical work that follows those conversations. That may include updating shipment details documenting the interaction researching shipment activity communicating with carriers or partners making changes to a trip coordinating a resolution being empathic and understanding with clients and following back up with the client.

The work moves quickly between client conversations and operational follow-through. You may take a call spend time resolving the logistics needs created by that conversation take another call receive a response from a carrier regarding an earlier client and then return to that shipment to complete the next step.

While the work is varied the goal is consistent: take ownership of the clients needs and move it toward resolution.

What Youll Do

Own the Resolution

A client interaction does not necessarily end when the phone call ends. Ops Representatives should expect to spend a meaningful portion of the day completing logistics and case work between client interactions.

Own Client Interactions

• Support clients through phone email messaging and other service channels. When necessary handle multiple channels at once.
• Gather the information needed to fully understand the clients request and clearly explain next steps.
• Take ownership of the interaction from initial contact or raised issue to full resolution.
• Provide proactive follow-up when additional information or action is needed.

Manage Shipment and Logistics Work

• Review shipment details tracking trip information and operational history to determine next steps.
• Update client and shipment information accurately in internal systems.
• Coordinate directly with carriers and logistics partners regarding pickups deliveries delays routing changes shipment updates and other operational needs.
• Make or coordinate appropriate shipment changes including dates service details addresses routing returns and forwarding when applicable.
• Follow established workflows and policies while using sound judgment to resolve time-sensitive shipment issues.

What Success Looks Like

Successful Ops Representatives are able to balance client communication with the operational work required to resolve each interaction.

You will be expected to:

• Take ownership of client needs from initial contact through the appropriate next step or resolution.
• Maintain accurate and complete documentation of client and shipment activity.
• Move comfortably between phone calls emails carrier communication system updates and case work.
• Prioritize effectively as new client needs and carrier updates arrive.
• Follow established processes while recognizing when an issue requires escalation.
• Communicate clearly professionally and confidently with clients carriers teammates and leadership.
• Become increasingly independent as your knowledge and experience grow.
• Demonstrate patience empathy and resilience in interactions with our high-expectations luxury clients.

About You

You are comfortable working in a fast-paced remote environment where priorities can shift throughout the day.

You enjoy solving problems and are willing to dig into an issue rather than simply passing it along. You understand that great client service is not only about having a positive conversationit is also about completing the behind-the-scenes work necessary to deliver on what was discussed.

You are organized enough to manage multiple active client needs without losing track of follow-up. You document your work carefully communicate proactively and take responsibility for moving your work forward.

You are also comfortable learning independently. Luggage Forward provides structured training documentation coaching and access to experienced teammates but ops representatives are expected to take ownership of their own learning use available resources ask questions and become increasingly self-sufficient.

Because this is a remote role success also requires strong communication responsiveness time management organization and the ability to remain engaged and productive without constant oversight.

Experience with customer service logistics shipping carriers Zendesk Google Workspace or similar operational systems is helpful but not required.

Training & 60-Day Introductory Period

This position includes a structured onboarding and training program designed to progressively build your knowledge and responsibilities.

Training includes independent learning written resources shadowing hands-on practice coaching and progressively increasing client-facing responsibilities. Representatives are expected to actively participate in the training process use available resources ask questions and progress through established training milestones.

The first 60 days of employment are considered an introductory period for both the employee and Luggage Forward. During this period we will evaluate progress performance reliability ability to meet the expectations of the position and overall fit for the role. Employees should also use this period to determine whether the position and working environment are the right fit for them.

Luggage Forward will provide the tools training feedback and support necessary to give each new employee the opportunity to succeed. Successful completion of training or reaching the end of the 60-day introductory period does not guarantee continued employment.

The Environment

This role is best suited for someone who:

• Is comfortable being responsible for both the client conversation and the operational work behind it.
• Can move between multiple types of work throughout the day without needing long uninterrupted blocks for each task.
• Is comfortable learning new systems and working independently in unfamiliar technology.
• Can continue progressing and problem solving even when they do not yet feel completely comfortable or confident.
• Seeks answers asks thoughtful questions and applies feedback quickly.
• Takes ownership rather than waiting for someone else to identify what needs to happen next.
• Remains organized and responsive while managing several active client needs at once.
• Is comfortable working remotely and maintaining strong communication and accountability throughout the day.
• Can remain upbeat constructive calm and resilient in the face of tough client conversations.

This is not a traditional call-center role where success is measured only by the number of calls taken. It is an operations and client experience role where resolving the work generated by the client interaction is just as important as the interaction itself.

Work Location

This is a fully remote position.

Ops Reps are expected to maintain a reliable professional remote work environment and remain available and responsive throughout their scheduled working hours.

Requirements:

Requirements

• Experience in customer service operations hospitality retail logistics or another role involving customer interaction and problem-solving.
• Comfortable communicating with clients by phone email and messaging.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities stay organized and follow work through to completion.
• Comfortable learning new technology and working across multiple systems throughout the day.
• Ability to learn independently use available resources ask questions and apply feedback.
• Strong problem-solving skills and willingness to take ownership of an issue through resolution.
• Ability to remain professional empathetic and solution-focused during challenging client interactions.
• Comfortable working independently in a fully remote environment while remaining responsive and engaged throughout scheduled hours.
• Reliable internet connection and a professional remote workspace.

Experience with logistics shipping carriers Zendesk Google Workspace or similar operational systems is helpful but not required. We are looking for people with the right approach to learning problem-solving and client ownership and will provide training on our systems and processes.