Customer Service Manager – Retail / Wholesale

Company: Mimi Imports Inc. o/a Mimi Imports

Business Information: Founded in 2003, Mimi Imports is a Canadian wholesale distribution company serving the North American market with a wide range of officially licensed products. The company has built a strong reputation for offering an ever-expanding portfolio of globally recognized brands.

Our product assortment spans multiple categories, including soccer merchandise featuring major European clubs and FIFA World Cup teams, as well as licensed collections from iconic brands such as Guinness and Harry Potter. We have also recently expanded into NFL and MLB product lines, offering a diverse selection of apparel, gifts, and collectibles.

In 2015, Mimi Imports launched its direct-to-consumer e-commerce division, providing customers with access to officially licensed trading cards, stickers, and collectibles representing leading soccer clubs and national teams from around the world.

Business Location: 17 Vardon Dr., Guelph, ON N1G 1W8

Work location: 685 Speedvale Avenue West, Unit #8, Guelph, ON N1K 1E6

Type of Employment: Full time – Permanent

Estimated Start Date: As soon as possible

Position Overview

Mimi Imports is seeking a Customer Service Manager to lead and elevate our customer experience across both wholesale and e-commerce channels. This role is responsible for managing daily customer service operations, developing team performance, and ensuring timely, professional support for retail partners and direct to consumer customers.

Job description:

Evaluate daily operations

Plan and organize daily operations

Manage staff and assign duties

Determine merchandise and services to be sold

Implement price and credits policies

Develop and implement marketing strategies

Determine staffing requirements

Resolve issues that may arise, including customer requests, complaints and supply shortages

Supervise office

Oversee day-to-day customer service operations across B2B (wholesale) and B2C (e-commerce) channels

Lead, coach, and develop the customer service and office team to ensure high performance and engagement

Establish and maintain service standards, KPIs, and response time benchmarks

Handle escalated customer inquiries and resolve complex issues efficiently

Collaborate with sales, marketing, and logistics teams to ensure seamless order fulfillment and communication

Monitor customer feedback, identify trends, and implement process improvements

Develop and maintain customer service policies, procedures, and training materials

Support e-commerce operations including order management, returns, and customer communication

Utilize CRM and helpdesk tools to track performance and improve service delivery

Education: Completion of post-secondary education university degree or college diploma in business administration, international relations, or other related fields is required.

Experience: Three to five years of experience in customer service roles. E-commerce knowledge is required.

One to two years of hands-on experience with platforms such as QuickBooks, WordPress, Shopify, and ShipStation.

Proven experience working with online marketplaces, including Amazon, Walmart, and eBay.

Work setting: wholesale establishment/distribution centre

Technical Skills:

Proficiency in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint)

Experience with QuickBooks

Working knowledge of Adobe Photoshop is an asset

Familiarity with e-commerce platforms and order management systems

Computer and technology knowledge:

Accounting software, Word processing software, Database software, Inventory control software, Electronic mail, Spreadsheet.

Working Conditions:

Ability to work in a fast-paced environment with tight deadlines

Strong attention to detail

Capable of handling multiple priorities and working under pressure

Personal Suitability

Strong organizational and time management skills

Client-focused mindset with excellent interpersonal skills

Effective team player with the ability to collaborate cross-functionally

Excellent written and verbal communication skills

High level of accuracy and attention to detail

Demonstrated initiative and sound judgment

Flexible and adaptable in a dynamic work environment

Ability to supervise 4 to 6 workers

Language Requirement: Bilingual in English and French (required to support customers across Canada)

Salary: $44.47 hourly, 37.5 hours per week.

Benefits: Profit sharing.

Important Information: Flexibility in schedule is required. Work schedule will be from Monday to Friday from 8:30 AM to 4:30 PM. Working on weekends/evenings to support Live Selling Events year round and during Q4 is mandatory for this position (October – December).

Apply by e-mail to: sales@mimiimports.com

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