FREEPORT, Maine — The Freeport-based company L.L.Bean says it will be laying off customer service staff and reducing call center hours in response to more people buying online.
L.L.Bean Manager of Public Affairs Jason Sulham said the upcoming changes were announced internally on Thursday.
It will be some time before the company is able to provide exact numbers of employees impacted as it is first looking to those seeking voluntary leave with severance or through retirement, Sulham said.
L.L.Bean attributes the shift changes to customer behavior over the past four years.
"As more of our customers choose self-service and shop through our digital and retail channels, customer contacts have declined over the last four years," according to the announcement Thursday. "Simply put, L.L.Bean customers shop differently today than in the past and we must adapt."
The company clarified the changes are a strategic measure, "not a reaction to business conditions or part of a larger workforce reduction."
Nearly 90 percent of website and phone orders are now placed online, the company said. Ninety percent of those calls now happen between 8 a.m. to 8 p.m.
Currently, call center hours are from 7 a.m. until 11 p.m. but will shift to 8 a.m. to 8 p.m. starting on July 15.
Impacted employees will be offered severance, outplacement services, and retiree benefits for those eligible.
In 2020, L.L.Bean eliminated 200 jobs company-wide and closed its Lewiston call center in 2021.
Maine Department of Labor spokesperson Jessica Picard told NEWS CENTER Maine its Rapid Response team has been in contact with L.L.Bean to provide information and assistance to affected employees.
"Any workers statewide who are impacted by a layoff should reach out to their local CareerCenter, which can help connect them to reemployment services, training, and other information," Picard said. "The CareerCenter can be reached by email at MaineDOL.CareerCenter@maine.gov, by phone at 207-623-7981, or through the LiveChat feature at MaineCareerCenter.gov."