2025 CS RH

At L.L.Bean, we believe the outdoors brings out the best in all of us. We are committed to fostering a culture of belonging and creating safe, inclusive spaces where everyone feels welcome—both here and Outside. We value individual differences and are dedicated to maintaining an inclusive work environment where everyone can bring the best of their experience and talents and truly thrive.

Position Purpose: Handles in/outbound routine and common customer contacts. Uses computerized systems for tracking, information gathering, and troubleshooting. Answers simple inquiries, promotes and sells products and services, enters and confirms sales, and resolves basic customer problems. Interacts with each customer providing world-class customer service focused on customer retention, sales & service. Requires knowledge of company products, and/or services. Requires ability to navigate a computerized data entry system and other relevant applications.

Responsibilities:

• Receives and processes customer orders using various channels of communication (e.g. Phone, mail, fax, e mail and electronic commerce).
• Makes outbound calls to follow up with customers as appropriate
• Utilizes system resources to stay abreast of and be able to share company specific information and to build/strengthen the customer's personal relationship with L.L.Bean.
• Participates in continuous learning opportunities offered by the department
• Knows and follows safety rules and procedures. Reports any unsafe acts or conditions to the proper person.
• Performs additional responsibilities as required.
• Additional specific work activities related to area work assignment include:

Interfaces with customers providing personalized world class customer service focused on customer retention, which includes, but is not limited to:

• Verifying customer information
• Processing catalog requests and advertising cards via computerized system or handwritten process when system is not available
• Promoting products and/or services
• Providing product information utilizing product training and online resources
• Navigating through systems to accurately process customer orders (understands and uses business unit rules as required e.g. International etc.)
• Responding to basic customer inquiries by using available resources which may include transferring to another level of Customer Satisfaction Representative

MOS specific activities

• Creates/reconciles batches of mail orders.
• Verifies checks.

Problem Resolution specific activities

• Reviews orders in various stages for accuracy, payment or completion, and contacts customers via phone, mail, fax, e mail and electronic commerce to resolve as needed.
• Audits/releases Internet, CSR1, returns & backorder held orders after resolving issues. Delegates up as appropriate.
• Uses additional systems and resources beyond typical CSR1 level (MMCS, FES Hold Q’s, Web New Order Q).
• Verifies data, customer information, address formatting, items, payment, product services & shipping information for new Web orders.
• Utilizes product knowledge & training and online resources to recommend alternative items.
• Communicates and interacts interdepartmentally.

Health and Safety Requirement: Every employee is responsible for contributing to a safe and healthy workplace. Employees are expected to be active participants in health and safety by following all safety policies and procedures, reporting unsafe conditions or at-risk behaviors to leadership, and conducting work in a safe manner. Those in a leadership role are also expected to model safe behaviors, evaluate risk, and ensure that risks are reduced to acceptable levels.

Education Level: HS or equivalent

If you care about the outdoors, joining L.L.Bean is a great way to feel good about what you do. Our benefits package makes a good thing even better, with programs and perks designed to support your health and financial goals. Plus, maintaining a healthy work-life balance and re-charging outside are all part of the plan.

If your experience looks a little different from what we've identified and you think you'd be great at this role, we'd love to learn more about you! At L.L.Bean, we believe the outdoors brings out the best in all of us. We strive to reflect this every day in our commitments to employees and partners and in our efforts to promote belonging.