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
Qualifications:
- 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).
