Digital Product Coordinator

Cleveland Brothers, the largest Cat® dealer in Pennsylvania, northern West Virginia, and western Maryland, has an immediate opportunity for a Digital Product Coordinator.

 

Position Summary:

 

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.

 

Primary Responsibilities:

• Customer Onboarding
  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.
• Team Coordination & Workflow Administration
  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.
• Tier-1 Intake & Case Assignment
  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.
• CRM & Data Entry
  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.
• Contract Administration
  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.

Success in this Role Looks Like

• Efficient onboarding of customers with minimal handholding required from specialists
• Accurate and timely handoff of requests to internal teams with clear documentation
• Clean, reliable tracking of onboarding progress and support tickets
• Confident use of digital tools and contribution to team-wide adoption goals

 

Skills / Knowledge / Qualifications:

• 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

Job Requirements

• Occasional travel (approximately 5–10%) may be required for training, team meetings, customer onboarding sessions, or internal workshops. Travel will typically involve regional visits and planned events, with sufficient advance notice provided.
• Primarily an office-based role with extended periods of sitting, typing, and viewing computer scr