Floor Lead - Customer Service

Company Name:
L. L. Bean, Inc.
L.L.Bean is currently seeking a full time Customer Service Lead position for our Flagship store in Freeport, Maine. An ideal candidate for this position is passionate about driving world-class customer service, excels at motivating and training sales associates to consistently deliver the highest levels of service, to support L.L.Bean's established and dynamic brand, and to share their love of the outdoors with customers. A Customer Service Leader also possesses a collaborative people leadership style that allows you to work fluidly with both the sales and leadership teams to create an exceptional customer experience within the store.
Position Purpose:
Assist Supervisor in promoting sales and customer service. Assigns tasks/jobs to frontline employees. A Customer Service Lead runs the department in the absence of the Dept. Manager or Supervisor. Coordinates work processes and staffing to maximize efficiency and performance. Primary focus is on sales floor and front end of store.
Job Tasks:
Provide leadership to staff in assigned areas
Provide Manager of the Day duties as assigned; key focus is on people, product and presentation
May open/close store; passes along beginning or end of shift assignments; prepares and execute shift meetings; communicating key floor information to next shift leader
Communicate company policies and procedures as requested
Recommend adjustment to staffing levels/schedules to meet work requirements
Assist in interviewing process and provide input to hiring decisions
Model and promote workplace safety and safety related initiatives
Address and respond to employee issues/conflicts related to day to day operations within defined parameters in accordance with company policies and procedures under direction of supervisor
Provide in-the-moment input, feedback and coaching. If performance concerns exist, hand off to supervisor for performance management (i.e., progressive disciplinary process, action plans)
Play a lead role in modeling and driving sales floor focus and recovery processes; actively focuses on sales floor presentation and product levels.
Oversee sales activities in assigned area under direction of supervisor
Serve as role model for demonstrating customer service practices consistent with retail goals
Observe salesmanship performance and provide coaching for improvement as needed
Assume delegated responsibility for operation of assigned area in absence of other leadership
Signs off on returns, employee purchase, price overrides, post-voids when necessary to support Lead Cashier
Protects company assets and reports concerns
Assume additional related duties and responsibilities as assigned, including but not limited to:
Promoting the L.L. Bean Visa Card
Ensuring compliance with monthly L.L.Bean operational audit
Prior relevant retail experience
Demonstrated people leadership experience
Strong customer service skills and experience with focus on customer retention, sales & service
Strong organizational skills
Exposure to processes (inventory management, merchandising, backstock management)
Effective spoken and written communication skills
Ability to provide coaching feedback in a supportive manner
Systems knowledge/experience; Must be well versed in POS system (JPOS) and Front End System (FES)
Ability to maintain a high level of enthusiasm, motivation and positive attitude
Must be able to handle currency with accuracy and attention to detail
Proven leadership skills with the ability to develop and motivate employees
Ability to work a flexible schedule including nights, weekends and holidays
If you possess the skills and qualifications we are seeking to fill this position, please apply by submitting a cover letter and resume by using the link below.
Education Level: Level 4 - Assoc Degree or equivalent
Experience Level: Level 4 - 2 to 3 years
L.L.Bean offers a competitive salary and benefits package including medical, dental, 401(k), vacation, sick and holiday pay as well as a significant (25-40%) employee discount. For more details, please refer to the benefits section on our website at
L.L.Bean believes diversity is critical to a team''s success and is an equal opportunity employer.
Date: 2014-03-21
Country: US
State: ME
City: Freeport
Postal Code: 04033

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