Digital Commerce Growth Specialist

At Dexter, we manufacture and distribute axles, accessories, and towing components primarily serving the commercial trailer, RV, marine, agriculture, and manufactured housing markets. We’re building products and systems that are rooted in a culture of safety, collaboration, and innovation.

Headquartered in Elkhart, Indiana, Dexter has manufacturing and distribution locations throughout the U.S. and Canada. Employing state-of-the-art robotics, precision welding equipment, and automated machining processes, Dexter has achieved over 65 years of success through a commitment to the principles of superior quality, continuous improvement, and unparalleled customer service.

For more information about our company, access Dexter's web site at www.dextergroup.com.

Digital Commerce Growth Specialist

Position Summary

This role balances strategic customer success initiatives with hands-on customer support responsibilities. The successful candidate must be comfortable analyzing customer behavior and identifying growth opportunities while also directly supporting customers through phone, email, chat & account administration activities. As a customer focused role this person is responsible for driving customer adoption, engagement, retention, and revenue growth across our digital commerce platform. Acting as the primary advocate for customers throughout their digital journey, this role combines customer success, account management, digital experience optimization, and revenue-focused support.

This position serves as the voice of the customer while partnering closely with Sales, Marketing, & Branch Operations teams to deliver exceptional customer experiences, improve platform performance, and support profitable growth. The ideal candidate is customer-centric, digitally savvy, analytical and motivated by helping customers succeed while driving measurable business outcomes.

Customer Success & Revenue Growth

• Serve as the primary point of contact for digital customer onboarding in coordination with additional internal teams to promote Index adoption, and ongoing success within the eCommerce platform.
• Drive measurable growth in online revenue, customer adoption, repeat purchasing, retention, and customer lifetime value through proactive customer engagement and digital experience optimization.
• Identify opportunities for account growth, cross-selling, upselling, and expanded platform adoption.
• Collaborate with Sales teams to support revenue objectives and customer growth initiatives
• Monitor customer activity, purchasing trends, and engagement metrics to proactively identify opportunities and risks.
• Serve as the voice of the customer by leveraging customer feedback, support interactions, behavioral analytics and purchasing data to influence digital experience improvements and revenue-generating initiatives

Digital Customer Experience & Platform Optimization

• Deliver proactive support by identifying and resolving customer issues before they impact the customer experience by investigating platform, ordering, account access, and navigation issues; coordinate with appropriate internal teams to drive timely resolution.
• Identify friction points throughout the customer journey and recommend actions that improve conversion, self-service adoption, checkout completion, and repeat purchasing behavior
• Collaborate with UX, Marketing, IT, and Operations teams to improve overall customer satisfaction and conversion performance.
• Support execution of feature development initiatives, product launches, promotions, and customer adoption campaigns.

• Support analysis of GA4, SEO, AEO (Answer Engine Optimization), search performance, and site engagement metrics.
• Monitor conversion funnels, customer journeys, and digital KPIs to identify opportunities for growth and optimization.
• Assist in developing recommendations to improve search visibility, content effectiveness, and user experience.
• Track customer adoption metrics and provide insights to support business decisions and continuous improvement initiatives.

Revenue & Customer Growth Insights

• Monitor customer purchasing behavior and identify opportunities to increase digital adoption and online sales.
• Partner with Sales and Marketing to support customer acquisition, retention, and reactivation initiatives.
• Identify trends in customer behavior, product demand, search activity, and site usage that influence revenue performance.
• Support campaigns designed to increase customer engagement, conversion, and repeat purchases.
• Provide recommendations based on customer insights and analytics to improve commercial performance.

Customer Onboarding, Training & Enablement

• Manage new customer account setup and onboarding activities.
• Develop and maintain customer-facing training materials, user guides, FAQs, SOPs, and self-service resources.
• Deliver both internal and external customer training through phone, email, chat, virtual meetings, and other digital channels.
• Support customer education initiatives that increase platform utilization and purchasing effectiveness.
• Create scalable resources that improve customer self-service capabilities and reduce friction throughout the buying journey.

Cross-Functional Collaboration

• Partner with Sales, Marketing, Supply Chain, Operations, Product, and IT teams to improve the customer experience and support revenue growth.
• Communicate customer needs, market trends, and competitive insights to leadership and key stakeholders.
• Participate in continuous improvement initiatives focused on digital commerce growth, customer retention, and operational excellence.
• Support testing, implementation, and adoption of new technologies and customer experience tools.

Required

• Degree in Business, Marketing, Communications, eCommerce, or related field; equivalent experience considered.
• 3+ years of experience in Customer Success, eCommerce, Digital Marketing, Account Management, or related customer-facing roles.
• Experience supporting customers through digital commerce platforms.
• Strong analytical and problem-solving skills.
• Excellent communication and relationship-building abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to influence cross-functional teams and drive results.

Preferred

• Experience with eCommerce platforms, digital marketplaces, or B2B commerce solutions.
• Familiarity with FullStory, GA4, SEO, AEO, SEM, CRM systems, and customer analytics tools.
• Experience interpreting digital performance metrics and customer behavior data.
• Knowledge of UX/UI principles and customer journey optimization.
• Experience creating customer training programs, documentation, and standard operating procedures.

KPIs

• Growth in online revenue and customer adoption.
• Customer retention and engagement metrics.
• eCommerce conversion and platform utilization rates.
• Customer satisfaction and issue resolution performance.
• Successful onboarding and activation of new accounts.
• Improvements in digital customer experience and user journey performance.
• Contribution to SEO/AEO performance, search visibility, and customer self-service effectiveness.

Role

35% Customer Success
35% Revenue & Digital Growth
20% Customer Support
10% Analytics

Dexter is committed to attracting, developing, and retaining a highly qualified, dedicated workforce. We hire and promote individuals based on their qualifications, performance, and abilities.

It is the policy of the Company to provide equal opportunity to all qualified individuals without discrimination on the basis of race, ethnicity, national origin, gender, age, sexual orientation, disability, religion, veteran status, citizenship status or any other protected characteristic as outlined by applicable U.S. and Canada equal rights legislation protected by federal, state, province or local law.

Apply now to join an industry leader and make a difference in what we do for the customers we serve!