to customer satisfaction -...
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WELCOME to L.L.Bean! This document contains some basic information you need to know as a new or returning L.L.Bean employee.
We want you to have access to everything you need to be successful and happy working at our company. This document supplements the information you reviewed online as part of your hiring process as well as those documents we are legally required to give you in paper form.
You’ll find links to Internet sites as well as to our L.L.Bean intranet (accessible from your work location) which offer more detailed information about working at L.L.Bean.
CONTENTS:
WelcomeTo Customer Satisfaction
• GREETING FROM RAINA PLUS IMPORTANT L.L.BEAN PHONE NUMBERS
• YOU REPRESENT THE VOICE OF L.L.BEAN
• YOUR CS SCHEDULE AND WORKDAY
• YOUR PAY, AND PROOF OF EMPLOYMENT
• EMPLOYEE BENEFITS AND DISCOUNTS EMPLOYEE STORE, USE ROOM, PERKS
• OUR EXPECTATIONS AS YOU START
• COMPANY SECURITY (YOUR ROLE)
• OUR VALUES & L.L.’S “GOLDEN RULE”
• RESPECT FOR YOU, AND FROM YOU
• BEAN LINGO — A SHORT GLOSSARY
Welcome to L.L.Bean and Customer Satisfaction. You’re now part of an organization that is widely recognized as a leader in customer service. All of us in CS are proud to uphold the commitment to our customers that was established by our founder over 100 years ago. You’re joining a great team! —Raina MaxwellVP, Customer Satisfaction
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L.L.’S “GOLDEN RULE”
“Sell good merchandise at a
reasonable profit, treat your
customers like human beings,
and they’ll always come back for
more.”
— Leon L. Bean, 1872 - 1967
Leon L. Bean (L.L.) founded our
company in 1912 with the idea of a
superior boot, designed and tested by
himself.
L.L. had sound principles, and
he never compromised them.
His fundamental belief was in serving
others by providing good products
that added value to their lives and by
treating them as human beings.
L.L. also established a uniquely
tangible reputation for quality,
value and service that was as
broad in its appeal and as
enduring in its acceptance as
any in marketing history.WORK CANCELLATION HOTLINE (MAINE LOCATIONS)
Because areas of Maine can experience severe weather that makes driving dangerous and/or causes power outages, on occasion we close a facility. You can check to see if your Maine facility is closed by calling the hotline—call the automated number for your area and ext. 26959.NOTE: In severe weather if your facility is open, each employee must decide whether or not to come to work. L.L.Bean believes that safety is the most important criteria in your decision. If you find that you are not able to make it to work, you are required to notify your supervisor. As road conditions improve, it is expected individuals will come to work.
L.L.Bean Phone Numbers
BEFORE TRAINING: If you have any questions or are unable to report as scheduled before training, contact Peak Employment at 877-255-2326.
ONCE YOU’VE STARTED YOUR NEW JOB: If you are unable to come to work as scheduled, call YOUR LEADER.
ASKHR Have questions you can’t readily find answers to on the L.L.Bean intranet or through your leader? Call askHR (ext.27547 or 552-7547) or e-mail [email protected] at any time. AskHR’s staff is available during regular business hours, Monday - Friday 8 a.m. to 4:30 p.m. and will return your email promptly.
SECURITY
• Emergency dial 911
• Non-emergency ext. 27000
• Theft and Fraud Tip Line 1-800-315-9144
AUTOMATED PHONE NUMBERS (Please—it’s NOT OK to use our 800 customer number to call work)
• 725-9134 Brunswick • 552-6677 Freeport
• 755-5555 Lewiston • 552-6677 Portland
Customer Contact Centers: the VOICE of L.L.Bean
“A customer is the most important
person in this company, in person
or by mail.”
— L.L. Bean
OUR COMPANY’S REPUTATION FOR LEGENDARY SERVICE BEGAN WITH L.L. HIMSELF.
When Leon Leonwood Bean started his company in 1912, his view of serving the customer was as revolutionary as his product. L.L. set the standard for customer service in 1912 and his service-based philosophy is a fundamental belief that resonates throughout the company today. Read the company’s history on llbean.com. Today, our CS reps do what their title says—they help represent L.L.Bean as the voice of the company. Whether on the phone or live chat or email, they focus on customer satisfaction, one customer at a time. While doing business today might differ from doing business in 1912, the philosophy of the company has not changed.
How to get here L.L.BEAN CONTACT CENTERS:Northport Contact Center – 75 Northport Drive, Portland, ME 04103 From Washington Ave Turn right/left into the Northport Business Park.
Lewiston Contact Center – 184 Main/Chapel St., Lewiston, ME 04240 In the Peck Building. Enter the parking garage on Chapel Street. Entrance is on 2nd level.
CS Mission StatementWE MAKE IT EASY TO BE AN L.L.BEAN CUSTOMER BY PROVIDING SUPERIOR PERSONAL SERVICE THROUGH FRIENDLY, EXPERT ADVICE ON OUR PRODUCTS AND SERVICES.
CUSTOMERCONTACT CENTERS
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CSRs KEY THINGS TO KNOW ABOUT BEING A CUSTOMER SERVICE REPRESENTATIVE:
YOUR SAFETY AND WELL-BEING• We do not want you working in pain.• During your work shift, there will be scheduled stretch breaks with low-impact stretching exercises designed to reduce muscle stress. We expect you to report any discomfort or injury immediately to your leader.
YOUR SCHEDULE• In order to provide our customers with the best customer service, reps’ attendance is critical and tracked. Some of our busiest days are weekends and holidays and that is when we need you. • Peak is defined as the weeks between Thanksgiving and Christmas. • Our work schedules are driven by business needs. A seasonal employee’s schedule could be as low as 0 hours per week off-peak, or as high as 40+ hours per week during Peak. • Seasonal employees must be available 40+ hours during Peak. As can be expected, during Peak weeks scheduling restrictions in place for non-Peak times may need to be changed to meet business needs. We do our best to meet requests, but our customers come first. • Extra hours may be available through extra shifts, trades, or the go-home-early list. If interested, sign up within 48 hours of the shift. • Seasonal employees may not work more than 1,000 hours in a calendar year. • Known “time off” needs for the first 30 days after your start date need to be disclosed at the time of hire, later scheduling issues may be discussed with your leader. • If anything changes and you are unable to start on the date planned, please contact Employment at 877-255-2326.
CUSTOMERCONTACT CENTERS
“A lot of people have fancy
things to say about Customer
Service, but it’s just a day-in
day-out, ongoing, never-ending,
persevering, compassionate
kind of activity.”
— Leon Gorman
Grandson of founder L.L. Bean
Your TrainingTHIS IS THE KEY TO YOUR SUCCESS.
TRAINING IS PAID AND MANDATORY. IF YOU ARE UNABLE TO ATTEND ANY PORTION OF TRAINING, FOR ANY REASON, YOU WILL BE WITHDRAWN FROM THAT CLASS.
TO USE YOUR NEW CUSTOMER SERVICE SKILLS RIGHT AWAY, YOUR FIRST TWO WEEKS OF SCHEDULED SHIFTS AFTER TRAINING ARE ALSO MANDATORY. IT IS NOT PERMISSIBLE TO GIVE SHIFTS AWAY; HOWEVER, AN EVEN TRADE WITH YOUR CO-WORKERS IS ALLOWED.
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“Dear L.L.Bean,
I am writing to express my
complete satisfaction during my
online shopping experience.
I was shopping for my son’s
backpack and had a question
regarding monogramming.
I called the customer service
number that is found on every
page of your website and was
surprised when an actual
person answered the call.
To top off the experience, he
was very knowledgeable and
was able to quickly answer my
question, and I was able to
complete my online order. What
a pleasure! I will definitely shop
at L.L.Bean again.”
—Jessica L. (via email)
CUSTOMERCONTACT CENTERS
YOUR WORK DAYWe use managed seating to maximize work volume. This means you may or may not get your 1st or 2nd choice of workstations depending upon what’s available at the moment. Writing orders on paper when systems are down may be necessary.
QUESTIONS:Prior to training, contact Peak Employment at 877-255-2326. During and after training, see your leader.
Key things to know, continued
YOUR SCHEDULE, CONTINUED
If you need proof of employment or pay, call the WORK NUMBERTHE WORK NUMBER IS A SECURE SERVICE L.L.BEAN USES TO LET YOU PROVIDE INFORMATION TO PEOPLE OR AGENCIES WHO NEED INFORMATION ABOUT YOUR EMPLOYMENT OR PAY. GIVE THE PERSON NEEDING PROOF OF YOUR EMPLOYMENT THE FOLLOWING INFORMATION:
• YOUR SOCIAL SECURITY NUMBER
• THE L.L.BEAN EMPLOYER CODE: 11426, AND
• EITHER ACCESS OPTION: WWW.THEWORKNUMBER.COM OR (800) 367-2884.
If you need to verify your income also, see Employment verification on the L.L.Bean intranet.
YOUR PAYAll employees are paid each Friday for their work of the preceding workweek. L.L.Bean pays employees through direct deposit. You have two options for receiving your pay: • Direct deposit (in accordance with state laws) to the financial institution of your choice. You must complete and submit a Payroll Payment Agreement form to authorize deposits. PLEASE NOTE: If you do not submit this form for direct deposit, your pay will be issued via a paycard. • Electronic transfer into a Global Cash paycard, a reloadable Visa card that can be used as a debit or credit card. Funds are available immediately when your pay is issued. If you have questions about your pay, see your leader or call the Payroll Department at (207) 552-4213.
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YOUR L.L.BEAN EMPLOYEE DISCOUNTReminder: The L.L.Bean employee discount is ONLY to be used by the employee or his/her spouse. It’s OK to purchase gifts for family and friends. But note that It is strictly prohibited to: • Be reimbursed for any employee purchase or any part of an employee purchase• Return merchandise purchased with a discount for a full (price) refund
EMPLOYEE DISCOUNT POLICY EXCERPTAll active and company-retired employees and their spouses are eligible.New hire and rehired employees become eligible after they have started work. Note: An employee’s spouse must be listed on the employee’s profile to be eligible. Due to IRS regulations, domestic partners are not eligible to purchase at a discount.
DISCOUNT AMOUNTS (STORES/PHONE/MAIL/LLBEAN.COM)• 33 1/3 percent on all L.L.Bean-branded merchandise (products that say “L.L.Bean” on them) • 20 percent on Gift Cards, third-party brands, ODS courses and camps, special buys, special orders, one-of-a-kind items and parts• No discount on services, alterations/monogramming, bike services, licenses, repairs/rebuilds, shipping on expedited or oversized delivery, or second quality returns (SQR’s - primarily sold in Outlet Stores)
MARKED DOWN MERCHANDISEEmployees will receive the “better of” the ticketed sale price or the employee discount (amounts above) on permanent markdowns and temporary promotions.L.L.Bean reserves the right to expand or condense this list at any time. L.L.Bean may suspend the discount for occasional special product launches, limited product runs and/or events.
IMPORTANT DIRECTIONS FOR MAKING PURCHASES WITH YOUR DISCOUNT: IN STORES: Before the first item is scanned, tell the cashier that you are an employee and provide a phone number. Show your ID badge when purchasing and/or returning merchandise in stores. You may not use another person’s credit card to make a discounted purchase. An employee’s spouse may purchase items at a discount by giving the employee’s employee number and showing personal identification.ON LINE OR OVER THE PHONE: Employees and/or their spouses may place an order via mail, telephone, or Internet. NOTE: the credit card you use must be in your name, not a friend’s or family member’s. Employee information must appear in the appropriate field for online orders and communicated to the rep for phone orders. See next page for directions to receive your employee discount when ordering online.
AND, if you suspect abuse of the discount policy, please call 1-800-315-9144 to leave an anonymous tip.
L.L.Bean employee benefitsYOUR EMPLOYEE DISCOUNT IS A FANTASTIC PERK AND PRESERVING THE PRIVILEGE IS EVERYONE’S RESPONSIBILITY.
“Hey, don’t you have an
L.L.Bean discount?”
If you’re approached by someone (not
in your immediate family) to purchase
merchandise at a discount—and it will
happen—an appropriate response
might sound like this:
“I can’t do that. I’m sure you can
understand—I’d be putting my
job at risk if I helped you out,
and I know you wouldn’t want
me to lose my job.”
OR
“You may not be aware, but I
could lose my job for buying
you XXX, and I’m sure you
understand that my job is
important to me.”
Tip:CHECK OUT THE FULL EMPLOYEE DISCOUNT POLICY ONLINE FOR COMPLETE INFORMATION AND DETAILS ABOUT THIS FAVORITE EMPLOYEE BENEFIT.
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SHOPPING WITH YOUR EMPLOYEE DISCOUNT
When shopping in our stores, be
aware that customers may be within
hearing distance and tell the cashier
that you are an employee quietly.
Don’t ask about discount amounts. In
most cases, cashiers don’t know the
discount amount until the item is
scanned at the register.
We encourage you to place your personal orders online--follow these important steps for your discount.
START AT THE “WELCOME TO L.L.BEAN” AT TOP LEFT: Existing or New Account on llbean.com?If you don’t have an account at llbean.com, choose Create an Account to register on the website. (The system requires an email address when placing an order. You can order online at work using the intranet; if doing this, enter “[email protected]” in the email address field.) Once you create an account, click My Account at the top and then Edit My Account. Enter your employee number in the 3rd line of the address field (see example below).If you already have an account at llbean.com, log on, go to My Account and edit as above.
NameEnter your name exactly as it appears on your paycheck or employee profile—NOT a nickname or initial for your first name, or you’ll hold up the order.
Billing Address formatEnter your employee number on the 3rd line of address field with the word employee and “#”; format as “employeespacebar#123456” —see example at right.Enter your address exactly as it appears on your credit card statement (or it may be declined). If the system can’t match your billing address, and asks to verify it, click the “Use As Entered” button to keep your employee number on the correct line.
Order TotalNOTE: Your discount will not show in the order total on the website’s order summary page—it’s calculated when the order is processed in Customer Satisfaction (CS). *See the benefits and perks employee discount page on the intranet for more ordering details.
Your L.L.Bean discount, continued
SHOPPING BY PHONE (PLEASE DON’T USE THE 800 NUMBER)• If calling from inside the company, dial extension 38000, identify yourself as an L.L.Bean employee and give your L.L.Bean ID number to the phone rep.
• If calling from outside the company, dial one of the automated attendant numbers and then dial extension 3800 as above.
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For L.L.Bean employee discounts on
EasyNo password
No IDNo hassle!
Visit from any computer or smartphone
www.beneplace.com/llbean
NEW CARS COMPUTERS
theme park tickets
LOCAL & NATIONAL DISCOUNTS
FITNESS BENEFITS
Most Maine facilities offer fitness
rooms that all active employees
and company retirees may use. The
Wellness and Fitness intranet pages
give requirements and restrictions,
and links to necessary forms.
Employees who don’t have access to
our free fitness rooms may be eligible
to receive reimbursement for a
portion of the cost of joining
a local gym or health club in
your community.
Check all the information about
offerings on the Wellness and
Fitness site, including the
Employee Outdoor Club.
Benefits for L.L.Bean employees, continued
EMPLOYEE STORE—NOW ON DESERT ROADA favorite benefit of Southern Maine workers, the “E-Store” provides the opportunity to purchase usable merchandise at substantial savings. Occasionally a “Traveling E-Store” truck visits other locations. EMPLOYEE USE ROOMThe Employee Use Room (adjoining the E-Store) provides a means for all eligible employees to borrow a wide variety of our products at no charge (except for canoes and kayaks). See the Use Room intranet page for rules and reservation form. FOOTWEAR PROGRAMStore employees receive 50% off three tops, three bottoms and two pairs of footwear within Retail Dress Code Guidelines (See your Retail Employee Handbook). All L.L.Bean employees receive a discount on unlimited pairs of footwear, socks and innersoles selected for each season’s Footwear Program offerings. Our intent is to improve foot comfort and reduce lower-extremity injuries on the job. See the program’s footwear list on the intranet, but NOTE that not all items in the program are compliant with the Retail Dress Code. RESOURCES FOR LIVINGHelp for employees with balancing work and everyday life provided by Aetna. Aetna Resources For Living provides a 24/7 service to help you handle everyday challenges, from the smallest of items to the largest. This service is free to employees and their families. You can review the articles and webinars on helpful topics, search for care providers on the site, or call a specialist at (855) 283-1916. Visit www.mylifevalues.com (Internet access required) User name and password are both LLBean (no spaces or periods).
EXTERNAL DISCOUNT OFFERS Visit www.beneplace.com/llbean to shop online, no passwords, no ID, no hassle. All offers and details are at your fingertips via links from this site. Check back often, since new products and services will be added plus seasonal sales and special promotions may be available through participating merchants. A variety of national and local discount offers are available to U.S.-based L.L.Bean employees in addition to those at beneplace.com. Check the intranet Perks page to learn more.
OTHER BENEFITS:DEPENDING ON YOUR JOB STATUS, THERE MAY BE OTHER BENEFITS OFFERED TO YOU. THESE BENEFITS SHOWN ABOVE ARE AVAILABLE TO ALL EMPLOYEES, INCLUDING SEASONAL AND PART-TIME WORKERS. WE HOPE YOU’LL ENJOY USING THEM.
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WE HOPE YOUR FIRST 90 DAYS GIVE YOU A CHANCE TO PERFORM WELL AND GIVE US A CHANCE TO SHOW YOU WHY L.L.BEAN IS A GREAT PLACE TO WORK
Our expectations as you startYOUR PROBATIONARY PERIODAll new and re-hired non-exempt employees will serve a probationary or “trial” period at the beginning of their employment. The probationary period allows an employee time to learn the basic responsibilities of the job, and allows a leader to assess the employee’s performance during that time.
For Seasonal employees, the probationary period begins on the first day of employment and last for 90 calendar days.If an employee is not meeting the requirements of the job and/or is not showing satisfactory progress and sustained improvement, a decision may be made to end employment at any time during the 90-day probationary period. After 90 calendar days the probationary period will be considered complete. Note: A leader may still end Seasonal assignments at any time based on the needs of the business.
During the probationary period, assessment of performance may include an employee’s:• Quality of work • Work habits • Job-specific standards, expectations and progress • Productivity • Attendance • Workplace behavior • Relationships with leaders and co-workers If a decision is made to end a person’s probationary employment, the leader will prepare a termination letter that explains the basis for the decision.
For more information, review what our policy manual says about the probation period on our intranet. Employees are always encouraged to actively discuss and seek out feedback and reach out to Human Resources as needed.
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YOU HOLD THE KEY TO A SECURE L.L.BEAN
Company Security: people and assets
Your awareness and attention will help keep us all—and L.L.Bean—safe.
ABOUT VISITORS For the safety of all employees and the company’s important assets, visitors must sign in and be escorted within our non-retail facilities. In offices and fulfillment locations, employees must wear L.L.Bean ID cards. In retail locations, employees wear staff shirts and name tags. If you see a person who is not an employee in your facility or in employee-only areas, consider one of these options: • If you feel there is no risk, ask the person, “Can I help you?” Then direct the person to a receptionist or ask them to wait in a lobby with a receptionist or security desk, (or wait or outside the building). Tell your leader and call Security at x24444 to report the location and description of the person.
• If you feel uncomfortable approaching the person, tell your leader and call Security, x24444. ELECTRONIC MESSAGING AND INTERNET USEYou’ve already reviewed and signed off to comply with corporate policies as part of your hiring process, so these are meant as reminders:• Use corporate systems only for business.• NEVER open email attachments or files from strangers, or that you receive unexpectedly without first ensuring their validity and safety. NEVER click on website links in messages from strangers. For more information, see our intranet: Messaging Policy, Internet Use Policy, and Social Media Policy.
USER IDS AND PASSWORDSDo not share any user identifications (User IDs) or passwords. You will be held responsible for any activity conducted with your ID.If you feel that your ID and password have been compromised or used inappropriately, inform your leader and Information Security & Compliance and change your password immediately.
CONFIDENTIAL INFORMATION - MANAGEMENT POLICY L.L.Bean business information, particularly personal identity information, must be handled in a manner that complies with federal and state laws, and Payment Card Industry (PCI) data security standards. In keeping with our core values of integrity and respect, L.L.Bean has a strong commitment to protecting the privacy of our customer and employee information. Failure to properly protect information entrusted to L.L.Bean exposes the company to data compromise, security breaches, legal liability, loss of competitive advantage, and loss of trust in our company and our brand.
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L.L.BEAN’S CULTURE IS A FRIENDLY ONE, AND EMPLOYEES TEND TO BE HELPFUL AND OPEN—WITH EACH OTHER AS WELL AS WITH OUR CUSTOMERS. WHILE WE ENCOURAGE THIS BEHAVIOR, WE ALSO ALL NEED TO BE AWARE OF THREATS TO PEOPLE AND COMPANY ASSETS, INCLUDING CORPORATE SYSTEMS AND DATA.
THE WORKPLACE SHOULD BE SAFE FOR ALL EMPLOYEES
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“It could never happen here. . .” The term active shooter entered the national lexicon in the wake of the fatal shootings at Columbine High School, a tragic capstone to similar devastation in other locales. Because most of us spend our lives being far removed from armed conflict, it’s important to be familiar with what to do in case of this type of threat. Please become familiar with our protocol found in the downloadable brochure on the L.L.Bean Intranet. Remember these three things: 1. Recognize — by being prepared and alert, 2. React — by quickly determining the most reasonable way to protect your own life, and 3. Report — Call 911 when it is safe to do so.
In case you are threatenedThe workplace should be a safe place for all employees. Be aware that L.L.Bean Security, HR, the Employee Assistance Program and leaders are prepared to support victims of domestic abuse and to take immediate action in response to disrespectful or threatening actions that occur in the workplace.Contact Security, your leader or HR immediately if you experience or become aware of threatening or disrespectful actions at work.
In case of an emergencyIn Case of Emergency it’s best to use a landline, not a cell phone:1. CALL 911 for rescue or immediate police or fire assistance. Provide the following information: • The nature of call (example, “I need an ambulance”).• The emergency (example, “48-year-old male with chest pains”).• Your name.• Call back number where you can be reached.• Confirm your location/address and any additional Information.2. Call a Goodheart (after 911) in a medical emergency if available in your facility. (See Responders by Location on the intranet), AND tell your leader.3. When you are able to do so safely, CALL: L.L.Bean Security emergency line: x24444 or (207) 552-4444
Goodhearts are trained employee volunteers who provide CPR and First Aid to any employees and visitors at our Maine facilities who need them.
Members receive ongoing, hands-on training in both basic first aid proce-dures and CPR. L.L.Bean supports the teams’ ongoing education and ensures full Goodheart coverage at our facilities with the help of each build-ing’s Goodheart lead.
Core ValuesWe believe that the fulfillment of our corporate purpose is fundamentally worthwhile to society. We will conduct our business and ourselves at all times according to the highest ethical and moral standards.
OUTDOORS HERITAGEWe share our customers’ belief in the value of the outdoors experience—of the physical and spiritual rewards that come from participation in outdoor activities.
INTEGRITYWe are straightforward and truthful. Our actions speak louder than our words.
SERVICEWe work together to serve our customers, to support one another and to serve our community.
RESPECTRespect for people is fundamental to our way of doing business. We value and recognize each individual’s unique talents, outlooks and contributions.
PERSEVERANCEWe never yield in our commitment to our values and bear responsibility for our impact on all of our stakeholders: customers, employees, shareholders, vendors, communities, and the natural environment.
SAFE AND HEALTHY LIVINGWe believe healthy people lead fuller, more productive lives. Our employees and other stakeholders should feel their association with L.L.Bean contributes to their health and wellbeing.
L.L.Bean is a values-based companyMuch has changed since the company’s beginnings in 1912, but some things remain the same. The values that our company’s founder, L.L. Bean, was raised to believe in were simple and deeply ingrained. Nature is something to be revered. Family ties are a priority. Being neighborly is a matter of course. And “do unto others” is not just a saying, but a way of life. When L.L. launched his company, he believed so strongly in the Golden Rule that he made it the foundation of his business.We encourage you to learn more about our company’s history and values, which are the foundation of our future.
L.L.’S “GOLDEN RULE”
“Sell good merchandise at a
reasonable profit, treat your
customers like human beings,
and they’ll always come back
for more.”
— Leon L. Bean, 1872 - 1967
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WE DO NOT TOLERATE HARASSMENT AT L.L.BEAN
“L.L.Bean was founded on the
principle of treating customers like
human beings, and we’ve always
extended that philosophy to our
relationships with each other.
“Our core value statement says,
‘We will conduct our business and
ourselves at all times according to
the highest ethical and moral
standards.’ One of those
standards is respect for people.
“L.L.Bean employees are expected
to value diversity and differences
and treat each other with
directness, courtesy and decency.
We will not tolerate or condone any
form of harassment at L.L.Bean.
To expect any less would be to
betray the values on which this
company stands.”
—Marie McCarthy,
SVP Human Resources
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FOR ADDITIONAL INFORMATION AND RESOURCES
Respect is an L.L.Bean core valueA SHARED RESPONSIBILITY EVERY DAYEmployees are expected to treat each other with respect and behave in ways that mirror our corporate values and principles. Employees are held accountable for ensuring their interactions are conducted respectfully and professionally. We don’t expect employees to show disrespect to anyone, and we share this statement emphatically: Sexual harassment is illegal and is not tolerated at L.L.Bean. In addition to sexual harassment, L.L.Bean prohibits any and all forms of harassment based upon an individual’s age, race, religion, color, gender, gender identity and expression, sexual orientation, national origin or physical or mental disability. If you see harassing behavior, PLEASE do not keep it to yourself. Report any harassment to your leader. L.L.Bean has a responsibility to investigate any and all charges of harassment. See Employee Conduct in our Policy manual.
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Maryland Commission on Human Relations www.mchr.state.md.us Tel: (410) 767-8600 or (800) 705-3493
Massachusetts Massachusetts Commission Against Discrimination (MCAD) www.mass.gov/mcad Tel: (413) 739-2145
Minnesota Department of Human Rights www.mn.gov/mdhr/ Toll Free: (800) 657-3704 Tel: (651) 539-1100 MN Relay: 711 or (800) 627-3529
New Hampshire NH Commission for Human Rights www.nh.gov/hrc Tel: (603) 271-2767
New Jersey Division of Civil Rights Camden Regional Office www.state.nj.us/lps/dcr Tel: (856) 614-2550 or (609) 292-4605
New York New York State Division of Human Rights www.dhr.state.ny.us Tel: (518) 474-2705 TTY/TDD: (800) 662-1220 & (585) 238-8250
Colorado Dept. of Human Rights www.colorado.gov/pacific/dora/civil-rights Toll Free: (800) 262-4845 Tel: (303) 894-2997 V/TTD–Relay: (711) 894-2997 Connecticut Connecticut Commission on Human Rights and Opportunities www.state.ct.us/chro Tel: (860) 541-3400 TTY/TDD: (800) 477-5731Delaware Dept. of Labor, Div. of Industrial Affairs Office of Labor Law Enforcement www.delawareworks.com Tel: (302) 422-1134
Illinois Illinois Department of Human Rights James R. Thompson Center www.state.il.us/dhr Tel: (312) 814-6200 TTY: (217) 785-5125
Kansas Human Rights Commission www.khrc.netPhone: Tel: (888) 793-6874
Maine Maine Human Rights Commission www.maine.gov/mhrc Tel: (207) 624-6060
Ohio Columbus Regional Office www.crc.ohio.gov Tel: (614) 466-5928 Fax: (614) 466-6250
Pennsylvania Harrisburg Regional Office, Riverfront Office Center www.phrc.pa.gov Tel: (717) 787-9784 TTY: (717) 787-7279
Rhode Island www.richr.ri.gov Tel: (401) 222-2661 TTY: (401) 222-2664
Vermont Human Rights Commission www.hrc.vermont.gov Tel: (800) 416-2010 TTY: (877) 294-9200
Virginia Human Rights Council http://chr.vipnet.org/index.html Tel: (804) 225-2292
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© L.L.Bean, Inc. The information contained in this document is for the exclusive use of L.L.Bean employees. No portion of this may be copied or used without the express permission of L.L.Bean, Inc.
Here’s an important term:
STAKEHOLDER PHILOSOPHY
“Our purpose is to add value to the lives of everyone who has a vested interest in L.L.Bean.
Our stakeholders are:
our customers, our employees, our stockholders, our vendors, our communities, and our natural environment.
We recognize that in the short
term, the objectives of these
vested interests can be in
competition.
But our purpose is a long-term
one, and in the long term, the
stakeholder objectives are
interdependent and mutually
beneficial. None of these vested
interests can benefit at the
expense of the others over the
long term. Their objectives check,
balance and enhance each other.
The fulfillment of our corporate
purpose will be for the optimum
benefit of all our stakeholders.” “We believe that people are the heart of L.L.Bean. We seek people with values and potential and offer them opportunities to grow and perform. We expect best efforts and personal accountability and, in return, share an engaging and healthy workplace. These are the keys to legendary L.L.Bean quality and service, and to consistently superior business results.”
—L.L.Bean’s Performance Through People corporate strategy statement
Bean lingoMost companies have their own ‘language’ and we’re no exception. Here’s a list of some of the names, acronyms and terms that you may hear in your job.
BBS: Bike Boat Ski StoreBeanery: cafeteria for corporate offices; at Casco Street campus BeanPoll: our survey of employees about working hereMFG or BMF (or “Brunswick”): Brunswick Manufacturing Career site: our website for jobs, llbeancareers.comCERF: Capital Expenditure Request form CHAP: tool to plan for merchandise assortment for L.L.Bean stores CIV: Corporate Inventory System: front end sales CRC: Casco Receiving Center– retail distribution center, part of the Casco Street campusCSOC: Casco Street Office Center (2nd level of CRC) – catalog/design/logistics/Beanery cafeteria CS Customer Satisfaction (includes …)CSR: Customer Service Rep CSS: Corporate Sales System: used by the Direct to Business group D2B or DTB: Direct to Business: channel selling large quantities of items to corporations, small businesses, colleges, clubs and organizations; offers customized services for some items, such as Embroidery or mono-gramming. Day Hikers/Extra Milers: Peak program, non-operational employees work a number of shifts in an operational areaDCMS: Distribution Center Management System: fulfillment Inventory system Direct Channel: catalog, phone, web (how customers shop with us)EOC: Employee Outdoor Club FES: Front End system used by retail and customer service
Executive Team: The leadership team of President and senior vice presidentsFlagship: our Freeport Main Street store Internet: the world wide webIntranet: our L.L.Bean-only web, for corporate/ department information, and the daily intranet newsLewiston: Manufacturing for Bean Boot bottoms LOW: Lack of workM2M: Mind to Market MSDS: Material Safety Data Sheet manufacturer’s information on the safe use, handling and potential hazards of a product. (Assists with the proper response in an emergency.)Northport: Portland Contact Center OAP: Outdoor Advantage Program: our VISA credit card rewards programODS: Outdoor Discovery Schools; supports Retail’s ‘Learn Try Buy Enjoy’ initiative with courses, trips and tours at storesOFC: Fulfillment center
“Peak”: the business period between Thanksgiving and ChristmasPPF: Pre Pack Fulfillment (in OFC, formerly Portland pallet) – mostly furniture (large items)PSS: Product support services for our phone customers Shop Vue: payroll time management/attendance systemSI: Strategic Initiative Tomax: retail POS system VPP: Voluntary Protection Program (a voluntary program of recognition by OSHA as a safe workplace)