Digital Operations Coordinator

Company Description

Winsupply is in the business of creating and enabling entrepreneurs to achieve their dreams through wholesale distribution. Winsupply is a group of over 670 locally-owned companies that operate across a variety of industries, including HVAC, Plumbing, Electrical and more. The purpose of the support services campus is to eliminate obstacles and provide support to help our entrepreneurs succeed. Support service employees assist entrepreneurs in achieving their dreams through finance, accounting, IT, and other back-office operations.

Job Description

Position Summary

The Digital Operations Coordinator will support the execution and maintenance of digital systems and workflows across Winsupply's eCommerce platforms, customer onboarding, and operational support initiatives. This role is responsible for managing website updates, customer master data changes, order parsing, support ticket resolution, internal training, and ensuring a consistent customer experience across digital channels.

This position reports to the Team Lead, Digital Customer Experience and is based in Dayton, Ohio. The Digital Operations Coordinator will work closely with internal stakeholders, local company partners, and the IT team to ensure accuracy, reliability, and effectiveness across Winsupply's digital commerce infrastructure.

Accountabilities/Responsibilities

• Manage customer onboarding and customer master data updates in coordination with eCommerce systems
• Assist in content updates to local company websites as well as launch of new websites
• Support order parsing processes, ensuring proper routing and resolution of exceptions
• Maintain and update product and website content to ensure accuracy and usability
• Triage and resolve support tickets related to digital ordering, product availability, and account issues
• Assist in internal training and onboarding related to eCommerce tools and workflows
• Partner with digital sales and IT teams on platform updates and system improvements
• Assist in customer onboarding utilizing 3rd party order management platforms
• Monitor and support ticketing and escalation processes, ensuring timely resolution
• Help maintain customer group and location-level digital data integrity
• Coordinate with the Marketing IT team to identify and report on common issues, bugs, or trends
• Support testing and quality assurance of new digital features or system enhancements
• Provide support for online payment platform regarding customer issues on invoices and statements

Competencies for Success

• Detail-oriented and highly organized.
• Strong communication skills with the ability to support both technical and non-technical audiences.
• Proficiency with Microsoft Office, especially Excel.
• Familiarity with ticketing and issue tracking software (e.g., Zendesk, Jira, etc.).
• Customer-focused mindset and proactive problem solver.
• Ability to prioritize and manage multiple ongoing tasks.
• Comfortable with learning and using digital tools and platforms.

Qualifications

Minimum Qualifications

• 2-3 years of relevant work experience, preferably in eCommerce, customer support, or digital operations.
• Experience working with Microsoft Office Suite, especially Excel.
• Familiarity with ticketing or customer support platforms.
• Strong interpersonal skills and a collaborative mindset.
• Ability to work cross-functionally in a fast-paced environment.

Preferred Qualifications

• Bachelor's degree in Business, Information Systems, or a related field (or equivalent experience).
• Previous experience in a wholesale distribution, retail, or technology-enabled support environment.
• Familiarity with ERP or eCommerce systems.

Additional Information

Physical Demands

The physical demands here are representative of those that must be met to successfully perform the essential job functions with or without reasonable accommodations:

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
• Occasional travel (1-2 times per year).

We are committed to inclusion, diversity, and equal employment opportunity, regardless of race, color, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status, or any other factor protected by applicable federal, state, or local laws.