PCGS Submissions Coordinator - Customer Service and Data Entry

The Company

Imperial Group is a market leader in the precious metals, safety deposit box, numismatics, jewellery, collectables and auction industries. With unique resources and capabilities in place, the organisation is strategically positioned for continued growth and expansion with an aim of bringing new age innovation to old-world industries. 

We offer an extremely friendly work environment with a diverse and driven team innovating across multiple industries, and comprehensive training across the product ranges and services offered will be provided. This is a great opportunity to join a growing and expanding business with professional development opportunities and genuine long term career prospects.

The Role

Based at our Head Office in Hamilton, the PCGS (Professional Coin Grading Service) Submissions Coordinator plays a pivotal role in delivering a seamless experience for our customers, focusing on exceptional Customer Service and efficient coordination of PCGS submissions. This unique role involves engaging with clients, managing submission processes, collaborating with various stakeholders to ensure the smooth operation of the entire grading process, and provides the successful candidate the opportunity to play an instrumental part in the company’s success.

This is a full time position from Monday - Friday 8:30am - 5:00pm.

What and who is PCGS?

PCGS is based in the US and is the largest third party coin and banknote grading service in the world.  PCGS guarantees the authenticity and condition of coins and banknotes, and Imperial Group is Australia’s first and only official submission centre.

Responsibilities

• Engage, educate and transact with customers over the phone and via email in a pleasant and professional manner. 
• Schedule and attend customer appointments to provide advice and assist with submission form completion.
• Ensure accurate completion of submission forms and cross check details upon receipt.
• Create and distribute customer invoices, diligently following up to ensure timely payments.
• Track submissions, keeping customers informed of progress throughout the grading process.
• Check returned submissions from PCGS, ensuring accurate collation for distribution or collection.
• Collaborate with the Logistics Manager to ensure timely and efficient distribution of submissions and to facilitate the distribution of PCGS welcome packs.
• Manage the preparation of internal submissions, ensuring accuracy and compliance with PCGS guidelines. 
• Oversee the receipt and verification of all parcels by PCGS, managing customs entry and exit processes.
• Attend trade shows to represent the company and process PCGS submissions effectively.

About You

If you are a detail-oriented professional with a passion for delivering exceptional Customer Service, coordinating efficient submission processes and possess the following attributes we encourage you to apply and join us in providing a seamless experience for our customers and contributing to the success of our grading operations:

• Proven experience in a Data Entry and Customer Service role.
• A passion for providing exceptional Customer Service and the ability to "create" the ultimate customer experience.
• Excellent communication and interpersonal abilities.
• Exceptional organisational and time management skills with the ability to prioritise.
• Demonstrated attention to detail with a focus on accuracy in Data Entry and submission processing.
• A fast learner who is motivated to succeed and has the ability to adapt to changes and business growth. 
• Have good computer skills with an ability to learn new software while exhibiting a sound understanding of the Microsoft office suite.
• The drive to exceed company expectations in relation to KPIs.