L.L.Bean to lay off customer service employees, cut back on call center hours

L.L.Bean, the iconic outdoor retailer based in Freeport, is making significant changes to its customer service operations in response to the increasing shift towards online shopping. The company has announced layoffs for customer service representatives and a reduction in call center hours, citing the changing preferences of its customers.

The decision to reduce staff comes as a strategic response to long-term consumer trends that have seen a decline in customer contacts over the last four years. With nearly 90% of orders now being placed on L.L.Bean’s website, the company is adapting to the shift in how customers seek service.

The customer service department currently employs 500 people, with the majority expected to remain unaffected by the layoffs. L.L.Bean is also adjusting its customer service hours from 7 a.m. to 11 p.m. to 8 a.m. to 8 p.m. starting July 15 to align with customer call patterns.

While the exact number of employees being let go has not been disclosed, the company is offering severance packages and retirement options for those impacted. The Maine Department of Labor is aware of the layoffs and is in contact with L.L.Bean, although specific details are confidential under state law.

This move by L.L.Bean follows previous workforce reductions in 2020 and 2021, but company officials emphasize that these changes are not a reaction to current business conditions but a strategic response to evolving customer behaviors. As the retail landscape continues to evolve, L.L.Bean is taking proactive steps to ensure it remains competitive and responsive to customer needs.