Administrative Assistant – Coordinator

Role Overview

• Respond to incoming custom order inquiries promptly and professionally using approved language and messaging
• Quickly assess each customer's level of knowledge, budget, and vision to tailor your communication approach accordingly
• Ask the right questions to gather all necessary information needed to build an accurate quote
• Guide customers through the custom production process in a clear, friendly, and efficient manner
• Manage communication across multiple channels (email, text, DMs, etc.) without letting anything fall through the cracks
• Decipher customer requests and translate them into actionable production details
• Make informed recommendations on art direction, garment selection, decoration methods, and overall product fit based on the customer's goals and budget
• Build accurate quotes with correct pricing and present them to customers clearly
• Send payment links and ensure payment is collected before orders move into production
• Coordinate all order details so the in-store team receives a complete, ready-to-execute package
• Follow up with customers who have received quotes but have not yet confirmed their order
• Re-engage previous customers to encourage repeat business and referrals
• Maintain an organized record of all active, pending, and completed inquiries
• Proactively flag urgent timelines or at-risk orders to the in-store team
• Own the inquiry-to-invoice pipeline end-to-end, escalating only when necessary
• Adapt and improve communication templates and workflows as the team finds more efficient approaches
• Help identify volume bottlenecks and suggest solutions to maximize the number of orders we can process
• Work in sync with the in-store team to ensure seamless handoffs and shared visibility on order status

Requirements

• This is a full time role