Digital Product Coordinator
About The Position
The Digital Product Coordinator plays a key supporting role within the Digital Product Group (DPG), helping scale digital adoption across the customer base by following onboarding workflows, intake requests, and cross-functional coordination. This entry-level to early career role is ideal for someone with strong digital literacy, attention to detail, and a desire to grow in a technology-facing customer support environment. The role aims to provide consistent customer experience across the digital ecosystem and raise awareness of dealer offerings. The ideal candidate is a self-starter who enjoys solving problems, navigating digital platforms, and working in a structured but fast-paced environment.
Requirements
- Customer service mindset with strong task follow-through
- Proficient in Microsoft Excel (formulas, filters, data entry, basic reporting)
- Strong in professional written and verbal communication
- Proficient with Windows OS, Web-based, and digital applications
- Above-average QWERTY typing speed and accuracy
- Comfortable navigating SharePoint, Outlook, and Microsoft Teams
- Ability to learn new platforms quickly and explain them to others
- Above-average personal computing proficiency (Microsoft 365, web platforms)
- Detail-oriented and comfortable multitasking
Responsibilities
- Assist with customer onboarding by contacting customers, confirming platform access, share self-service resources, follow up with customers to ensure successful adoption of tools like Parts.Cat.com, VisionLink, Cat Central, and SIS2Go. Provide overflow support to Digital Product Specialists by assisting with post-sale onboarding activities.
- Act as a core team organizer, ensuring that internal workflows, team files, onboarding documentation, reports, and support cases are consistently updated and on track. Regularly review and maintain the accuracy and organization of team resources, supporting efficient team operations and information sharing.
- Serve as the first line of intake for digital support requests submitted via web forms, Cat Support handups, or from field-facing teams (Equipment Sales, Product Support Sales, Retail Parts). Accurately log, review, and triage requests using established workflows before assigning to a Digital Product Specialist or escalating as Tier-2; or when equipped to resolve issue independently.
- Assist with data processing, reporting and data cleanup efforts. Maintain accurate records in onboarding and case-tracking systems. Identify trends or recurring support needs. Collaborate with internal stakeholders (Sales, Rentals, Service, Finance) to ensure handoffs are complete and well-documented.
- Support administrative tasks tied to subscription services, including invoicing assistance, usage tracking, and license renewal coordination. Maintain documentation to ensure continuity during staff transitions or escalations.
Benefits
- Medical, dental, vision, life insurance, 401(k) match, short- and long-term disability, health savings account, PTO, Profit Sharing Account.
- Advancement: Take your career to the next level with a dynamic organization that wants to see you succeed! In addition to room to grow in this role, there are limitless opportunities across 29 locations whether you want to move up, or into another division of the company.
- Stability – Cleveland Brothers has been around for 75 years. Experience tremendous job security in an essential role with an organization that is around for the long haul.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
251-500 employees
