Administrative Assistant/Coordinator

Kenya
Permanent
Full-time

3 days ago
Apply easily

About the RoleThe Administrative Assistant / Coordinator is the engine behind our custom order pipeline. Your job is simple in concept but critical in execution: take a customer inquiry from the very first message all the way to a sent invoice — without us having to step in. Customers come to us at all different stages. Some know exactly what they want. Some have a budget and a vibe and not much else. You meet them where they are, figure out what they need, guide them through the process, and get them to the finish line.Right now, one person is handling everything in-store — custom orders, walk-ins, follow-ups, deadlines — and the volume has outgrown a single set of hands. This role exists to divide and conquer. You take ownership of the remote side of custom order coordination so our in-store team can focus on what they do best and we can serve more customers, faster.Key ResponsibilitiesInquiry Management & Customer Communication

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

Quoting & Order Coordination

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 & Customer Retention

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

Process & Workflow Management

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

Bonus Skills (Not Required, But a Strong Plus)

Ability to make basic design edits or adjustments using tools like Canva, Photoshop, or similar

Experience creating product mockups for customer approval

Familiarity with garment ordering and blank sourcing from wholesale suppliers

RequirementsThis is a full time roleUp to $6/hr

Remote Raven