L.L.Bean, Inc

  • Direct To Bus Sr Account Rep - Temporary

    Job ID
    13707-2018
    State
    Maine
    Shift
    First
    City
    Portland
  • Overview

    L.L. Bean Direct to Business Senior Account Rep

    First Shift Temporary Positions

     

     

    L.L. Bean Direct to Business is looking for enthusiastic, energized, customer service focused individuals to provide support to our internal and external Direct to Business customers. 

    Responsibilities

    Customer-facing role responsible for the selling and accurate, precise processing of personalized/volume business orders. Answer incoming calls and order-inquiry emails, compile customer information, assess customer needs, offer and sell product suggestions, review inventory availability, and process all order types. Work closely with the customer and art department through the course of the order process to accurately reproduce the customer's logo to their satisfaction. Continuous customer communication and follow-up via phone and email throughout the buying/selling process.

     

    - Answers incoming calls and order-inquiry emails. Responds to all inquiries for quotes and orders of all types. Resolves or transfers for resolution as appropriate.

    - Engage in customer conversations to seek and understand customer business needs and/or probe for additional information about their future needs & potential selling opportunities. Capture & document information appropriately in customer relationship management and/or processing system.

    - Makes outbound calls as required to support orders in process and complete sales follow up customer contacts.

    - Process all order types.

    - Provides world class customer service focused on customer retention and sales support.

    - Serves as an expert resource for Direct to Business processes, including:

    • Volume discounting for merchandise and gift card orders
    • Personalized and non-personalized processing, options/exceptions ie: rush orders, manuals, multi recipients, multi payments, freight shipments and processing of any other special promotions and relative timelines
    • Art functions and tasks necessary to support art approvals or changes
    • Completion and processing of specific forms and applications, such as: customer credit/billing applications and logo authorization forms.
    • Updates of customer information in systems as appropriate: CRM, CSS, SAP and Wilcom

    - Manages orders through the order process using workload management tools (e.g. task list, CRM). Performs quality checks to ensure orders are complete, accurate and instructions are clear.

    - Contributes to the efficient management and distribution of incoming inquiries and other work as assigned to a team.

    - Performs other departmental duties as required or requested by Supervisor.

     

     

    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.

     

    Skills and Qualifications:

      • L.L.Bean order entry skills
      • Strong technical aptitude, comfort with operating multiple systems simultaneously
      • Commitment to providing world class customer service; high quality customer service skills and experience essential
      • Previous experience and comfort level with selling
      • Strong oral and written communication skills
      • Excellent time management skills
      • Ability to prioritize and make decisions
      • High level of attention to detail and ability to multi task
      • Strong organizational skills a must
      • Ability to remain flexible and project a positive professional attitude in a fast paced environment. Remain a positive role model for others and challenges negativity in the moment while encouraging positive behaviors in others
      • Desire and ability to work in high growth, ever changing business environment while maintaining focus on quality, accuracy and production
      • Comfortable making decisions within established guidelines
      • Knowledge of MS Outlook, Word and Excel
      • Demonstrate team player behaviors and attributes and the ability to work successfully with small groups
      • Proficient/knowledgeable of the following Direct to Business systems is preferred: CSS, SAP, Wilcom, Varsity, GCIS, Lawson, FES, Outlook mail, (MS Dynamics CRM, a plus). Qualified/hired candidates will be trained in systems if no experience exists.

    If you possess the skills and qualifications we are seeking to fill this position, please apply by submitting a cover letter and resume.

     

    We recognize the importance of diversity in creating a better world and a stronger organization. 

    L.L.Bean is an equal opportunity employer.

     

     

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