Administrative Assistant/Coordinator

About the Role

The 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 Responsibilities

Inquiry 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

Requirements:
This is a full time role

Up to $6/hr