Frontline Supervisor - Customer Service Lewiston

Company Name:
L. L. Bean, Inc.
1st Shift Frontline Supervisor - Customer Satisfaction (C.S.)
L.L.Bean attracts a special sort of person. Like our customers, we are passionate about the L.L.Bean brand and our love for the outdoors. You already know the outstanding service L.L.Bean customers receive. Now imagine how we treat our employees.
Our highly acclaimed Customer Satisfaction department in Lewiston, Maine, is currently searching for a Frontline Supervisor to provide leadership to a 1st shift team of C.S. representatives. The successful candidate will provide leadership to 20-40 frontline employees with work hours typically being between 6AM and 7:00PM. This salaried position provides leadership to frontline employees with respect to the following key areas of responsibility: staffing; motivation; communication; training and development; performance management; health and safety; workflow management; internal and external relations. In addition, the position requires project work and collaboration with leaders across shifts and throughout the organization as well as experience with our evolving customers' technological expectations.
People Leadership
Staffing; use independent judgment to recommend action to hire, transfer, layoff or recall employees
Be readily available and approachable to frontline employees
Demonstrate strong, effective Change Management skills
Display strong aptitude to collaborate with leaders on other shifts and in other sites
Motivation and Communication
Develop a motivating environment in which people exchange ideas, respect one another and strive for excellence
Possess strong verbal and written communication skills
Incorporate varied communication techniques that are most effective based on the situation and for the employee
Training and Development
Provide coaching and support to all team members; including representatives working as home agents
Oversee the development of frontline employees relative to their current role and future career opportunities
Provide input to the next level of management regarding training needs/objectives
Display aptitude for learning and leveraging new technology
Performance Management
Communicate business goals and performance expectations; manage performance to meet expectations
Supervise and monitor employee performance and productivity for continuous improvement
Demonstrate a proven ability to have difficult, timely conversations when needed and coach for success
Collaborate with leadership and Human Resources as needed for elevated performance concerns
Health & Safety
Know and follow all safety rules and procedures; manage appropriately when gaps appear
Identify safety hazards, abate those within defined parameters and raise those beyond the frontline supervisor''s control to the next level of supervision for resolution
Support contact center's efforts to maintain an OSHA VPP Gold Star site
Public Relations
External Relations - Represent L.L. Bean professionally to customers, vendors and others (excluding the media) - as appropriate to the function
Internal Relations - Collaborate with peers to create, maintain, and leverage an engaged, positive and service-focused environment.
Strong interpersonal skills
2-3 years of leadership experience preferred
Occasional weekend work required (Friday, Saturday and Sunday)
Education level - HS or equivalent, or specialized training
Call Center experience and shift experience a plus.
L.L.Bean offers a competitive salary and benefits package including medical, dental, 401(k), and a significant (25-40%) discount. For more details, please refer to the benefits section on our website at
We recognize the importance of diversity in creating a better world and a stronger organization. L.L.Bean is an equal opportunity employer.
Date: 2014-05-05
Country: US
State: ME
City: Lewiston
Postal Code: 04240

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