Operations & Fulfilment Coordinator

Company Overview

Asante Automation & Security Solutions (AASS) specializes in creating dependable smart home, CCTV, water automation, and vehicle tracking systems tailored for the specific infrastructure needs of Africa. Serving customers across Ghana, AASS operates a live online store featuring fixed pricing and delivery options. The company is a dynamic and growing small team committed to excellence.

Role Summary

The Operations & Fulfilment Coordinator is responsible for managing the complete customer journey from initial lead through successful installation and payment confirmation. This role is central to ensuring that no part of the customer process is overlooked, acting as the operational linchpin within Ghana while the founder handles broader business matters. It suits individuals who enjoy maintaining order and ensuring smooth procedures.

Key Responsibilities

• Handle incoming quotes and online orders from various channels including website, WhatsApp, and internal systems, verifying order specifics with customers.
• Contact customers via WhatsApp or phone to confirm their orders and schedule delivery or installation appointments based on customer availability; this focus is on coordination rather than sales.
• Maintain thorough and current records of conversations with customers through a unified inbox system (Chatwoot).
• Create and send quotes and invoices through internal platforms, issuing final invoices once payments are confirmed.
• Track payment statuses meticulously and maintain accurate records, ensuring acknowledgment of receipt without managing funds directly.
• Assign installers and engineers to jobs, coordinating schedules to guarantee timely completion.
• Oversee the online shop by managing order processing, updating product listings, stock quantities, and availability.
• Keep the client project tracker updated at every stage from lead generation through installation to after-sales support.
• Promptly identify and communicate any issues, delays, or customer dissatisfaction to the founder in a clear and concise manner.

Role Boundaries

• This position does not include responsibilities related to marketing, advertising, or content creation, as those are handled by a separate team.
• The coordinator will not perform technical installations but will facilitate communication and scheduling for engineering staff.
• Financial responsibilities are limited to confirming payment receipts; handling or collecting funds personally is not part of the role.
• Business pricing and strategic decisions are predefined and not within the scope of this position.

Candidate Profile

• Exceptional organizational skills with a keen eye for detail to catch minor issues before they escalate.
• Excellent communicator in both verbal and written forms, maintaining a professional and friendly tone.
• Proficient with everyday digital tools such as WhatsApp, email, web dashboards, and basic internal software; familiarity with CRM, ticketing, or order management software is advantageous.
• Trustworthy and dependable, particularly regarding the accuracy and honesty of order and payment records.
• Experience in customer service, logistics, operations, administration, or order handling preferred.
• Based in Ghana with reliable internet and smartphone access to support remote working conditions.

Compensation and Terms

• A monthly allowance to support data and operational expenses.
• Commission incentives based on the number of client orders processed through to full payment and installation, with specific rates and commission definitions provided prior to offer acceptance.
• Three-month probation period after which performance, targets, and remuneration will be jointly reviewed.

How to Apply

Interested candidates should submit a CV along with a brief statement highlighting why they believe this role aligns with their skills to the provided email. Applicants must begin their email subject line with "COMPASS" followed by the job title to demonstrate attention to detail; failure to do so will result in disqualification. Applications will be reviewed continuously, and only shortlisted individuals will be contacted.