Job Title

Position Overview Mimi Imports is seeking a Customer Service Manager to lead and elevate customer experience across wholesale and ecommerce channels. This role manages daily operations, develops team performance, and ensures timely, professional support for retail partners and directtoconsumer 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 daytoday customer service operations across B2B (wholesale) and B2C (ecommerce) 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 ecommerce operations including order management, returns and customer communication Utilize CRM and helpdesk tools to track performance and improve service delivery Qualifications Postsecondary education: university degree or college diploma in business administration, international relations or related field (required). Threetofive years of customerservice experience with ecommerce knowledge (required). Onetotwo years of handson experience with QuickBooks, WordPress, Shopify and ShipStation. Proven experience working with online marketplaces such as Amazon, Walmart and eBay. Technical Skills Proficiency in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint). Experience with QuickBooks. Working knowledge of Adobe Photoshop (asset). Familiarity with ecommerce 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 fastpaced environment with tight deadlines. Strong attention to detail. Capable of handling multiple priorities and working under pressure. Personal Suitability Strong organizational and timemanagement skills. Clientfocused mindset with excellent interpersonal skills. Effective team player with crossfunctional collaboration. 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). Work Setting Wholesale establishment / distribution centre. Work Location 17 Vardon Dr., Guelph, ON N1G 1W8; 685 Speedvale Avenue West, Unit #8, Guelph, ON N1K 1E6. Employment Type Full time Permanent. Start Date As soon as possible. 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 yearround and during Q4 is mandatory for this position (October December). Company Information Mimi Imports Inc. o/a Mimi Imports. #J-18808-Ljbffr