Customer Service Manager - Retail​/Wholesale

Position: Customer Service Manager - Retail / Wholesale
Position Overview
Mimi Imports is seeking a Customer Service Manager to lead and elevate customer experience across wholesale and e‑commerce channels. This role manages daily operations, develops team performance, and ensures 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

Post‑secondary education: university degree or college diploma in business administration, international relations or related field (required).

Three‑to‑five years of customer‑service experience with e‑commerce knowledge (required).

One‑to‑two years of hands‑on experience with Quick Books, Word Press, Shopify and Ship Station.

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 Quick Books.

Working knowledge of Adobe Photoshop (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 cross‑functional 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 year‑round and during Q4 is mandatory for this position (October – December).

Company Information
Mimi Imports Inc. o/a Mimi Imports.

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