Digital Customer Experience Specialist

Company Description:  

For over 80 years, Puffer-Sweiven has set the standard in equipment and services for process control, automation, safety, and reliability. We help process-intensive facilities run more efficiently and safely by delivering quality products, technical support, and knowledgeable staff to implement the needed process solutions — with the goal of exceeding customer expectations. Our dedication brings the most advanced products and services to our customers throughout the Central and Gulf Coast regions of Texas.   

Specialties:  

As an Emerson Impact Partner, we offer a broad base of superior solutions including the top product lines for a given application. Our specialties at Puffer-Sweiven include:   

• Process Control & Safety Systems   
• Control Valves & Regulators   
• Isolation Valves & Actuation   
• Oil & Gas Automation   
• Reliability Solutions & Services   
• Pressure Management   
• Specialty Pumps & Rotating Equipment   
• Instrumentation   
• Maintenance & Repair Services

Duties and Responsibilities:

• Ensure consistent and excellent customer experience across customer-facing digital tools
• Drive customer adoption and ongoing usage through proactive outreach, enablement efforts, and targeted education.
• Propose new digital tools for the Company to use to better attract, engage, and retain customers.
• Develop the business case for the investments the Company makes in customer-facing digital tools.
• Manage scope creation, technical development, and launch of new digital tools.
• Support customer onboarding, account creation, and initial configuration, ensuring customers understand available features and how to use them effectively.
• Provide ongoing customer training and education through one-on-one sessions, webinars, communications, and self-service resources to support effective and confident tool usage.
• Educate customer-facing employees on how to position, demonstrate, and promote digital tools with customers.
• Serve as a primary point of contact for customer questions and issues related to digital tools, performing first-level troubleshooting and coordinating or escalating with internal teams for resolution as needed.
• Gather, document, and summarize customer feedback related to digital tools. Identify risks, issues, or gaps requiring follow-up.
• Monitor and report digital tool usage by customers. The measures include quality of the customer experience and quantity of use of the customer tools.
• Participate in testing and validation of new features, enhancements, or fixes prior to broader release, providing feedback from a customer and usability perspective.
• Participate in cross-functional initiatives (such as the Ideal Customer Experience team) focused on improving customer interactions through digital tools.

QUALIFICATIONS:

Education/Knowledge:

• Bachelor’s degree in Technology, Marketing or related fields preferred.

Experience/Skills:

• Minimum of 3–5 years of experience in customer success, customer experience, product management, or business-to-business marketing.
• Experience within the oil and gas, chemical, or related industrial markets is preferred.
• Demonstrated experience supporting customers on software platforms, portals/other tools.
• Strong written and oral communication skills including formal presentation skills.
• Strong project management skills, ability to handle multiple concurrent projects.
• Working knowledge of CRM and Marketing platforms (Salesforce, Pardot/Marketing Cloud preferred) and data analytics tools such as Power BI.
• Proficiency in Spanish, both written and verbal, is a plus.

COMPETENCIES

• Solid interpersonal skills; specifically engaged listening, questioning, and discovery skills.
• Strong business and data acumen, with the ability to identify digital opportunities and translate them into customer and company value.
• Strong drive and initiative – motivated to success.
• Strategic and innovative problem solver with sound judgment and technical aptitude.
• Strong project and expectation management skills.
• Strong Customer Service Skills, including the ability to develop rapport and trust with customers.
• Collaborative team player with good conflict management and consensus building skills.
• Ability to coordinate cross-functional teams and influence a team of stakeholders.
• Exhibits strong self-management skills including a high degree of professionalism and dependability.