Customer Development Representative

ALFA International

Armonk, NY 10504, USA

Published: 6/14/2022

Full Time

Job Description

ALFA International, headquartered in Armonk, NY is seeking a customer success oriented candidate for its Customer Development Department. ALFA's Customer Development Team is responsible for taking care of our customer's daily business needs and for deepening our customer relationships through exceptional service.

Founded in 1938, ALFA International (www.alfaco.com) is a leading national supplier of foodservice equipment, parts and accessories to foodservice equipment dealers, service technicians, and national chains. ALFA is conveniently located off I-684 (Exit 3: Rt-22) in the town of Armonk, NY in Westchester County.

Title: Customer Development Representative

FLSA Status: Non-Exempt

Department: Customer Development

Reports to: Customer Development Manager

Prepared on: 08/07/25

Summary of Position:

The Customer Development Representative is responsible for supporting and developing ALFA’s customer base by:

1) resolving customer inquiries

2) entering customer orders,

3) recognizing the opportunities to upsell & cross sell our foodservice products through phone calls, emails, and web chat sessions. The Representative will also be assigned a book of in-house accounts by the Customer Development Manager to contact periodically.

Essential Functions:

· Answering phones and resolving customer inquiries in a timely manner to promote the importance of every ALFA customer.

· Communicating professionally and proactively with ALFA Customers via phone, email, chat, etc.

· Utilizes Ticketing Platform (Zoho Desk) as directed by the Customer Development Manager to effectively manage Customer inquiries.

· Entering customer orders that are received via phone, mail, email and web accurately and in a timely manner. Orders must be released and printed to the warehouse in a timely fashion.

· Processing credit card payments and providing proof of payment as directed by the Accounting team for order release to the warehouse.

· Resolving customer issues in an urgent yet professional manner. This should be done by balancing both the customer's & the company's best interests under the direction of the Customer Development Manager.

· Responsible for issuing return authorizations (RA's) to customers while adhering to company policies and procedures with regard to RA processing.

· Preparing sales and freight quotes based on the customer’s needs in partnership with Purchasing and Warehouse teams.

· Display or demonstrate products to customers using samples, catalog, and sales literature while emphasizing key selling features.

· Assist in the on boarding of new customers, sharing information of ALFA’s product line, sales materials, catalogs, standard policies, Credit Application, among others.

· Input "Notes" in DDI on all key conversations so that an accurate record is maintained for all staff members on each account.

· Reps must work within a team environment toward the common goals of the team and company.

Minimum Qualifications:

· 2-5 years’ customer service-related experience highlighting Call Center background.

· Proficiency at multi-tasking while speaking on the phone.

· Enthusiastic about serving customers and working with colleagues to solve customer problems.

· Ability to effectively and professionally communicate internally and externally.

· Ability to take direction & instruction from managers and follow up/complete in a timely manner.

· Ability to read and comprehend documents such as operating and maintenance instructions, and procedure manuals.

· Ability to implement basic math skills to ensure proper customer discounts/rates are given.

· Ability to problem solve with the intent to retain the customer but also doing what is in the best interest of the company.

· To perform this job successfully, an individual should have a working knowledge of Microsoft Outlook, Ticketing software/Customer Relationship Management (CRM) systems; Order processing software (ERP); Microsoft Excel & Word software; Google Translate; Internet & Phone Software.

· Preferred Qualifications:

Call center background/ extensive phone work

Fluency in Spanish is desirable; but not required

ALFA International is an Equal Opportunity Employer and does not discriminate against qualified applicants with regard to race, color, religion, age, sex, national origin, disability, sexual orientation, genetics or veteran status. In addition to federal law requirements, ALFA International complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment. This job description indicates in general terms, the type and level of work performed. The duties described are not to be interpreted as being all-inclusive and management reserves the rights to add, modify, change or rescind the tasks as assigned at any time. Nothing in this position description changes the at-will employment relationship existing between the company its employees.

Company DescriptionFounded in 1938, ALFA International (www.alfaco.com) is a leading national supplier of foodservice equipment, parts and accessories to foodservice equipment dealers, service technicians, and national chains. ALFA is conveniently located off I-684 (Exit 3: Rt-22) in the town of Armonk, NY in Westchester County.