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.

• Customer Onboarding Assist with customer onboarding by contacting customers, confirming platform access, sharing self‑service resources, following up with customers to ensure successful adoption of tools like , Vision Link, Cat Central, and SIS2
  
  Go. 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.

• Efficient onboarding of customers with minimal hand holding 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

• 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

• 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 screens.
• Must be capable of clearly communicating in‑person and virtually via phone or video conferencing.
• Occasional light lifting (up to 20 pounds) for carrying promotional materials, documentation, or small equipment.

• Market Leading Benefits Package: Medical, dental, vision, life insurance, 401(k) match, short‑ and long‑term disability, health savings account, PTO, Profit Sharing Account.
• Advancement: Take your…