Customer Service Representative

Job Title:
Customer Service Representative

Location: Canton, MA (Hybrid potential TBD)

Job Type: Full-Time, Entry-Level

Start Date: Position is open for immediate hire

Dawson Forte Cashmere is seeking an entry-level Customer Service Representative to join our small, agile, and high-performing team at our Canton, MA headquarters. In this dynamic role, you will serve as the primary face of our brand, delivering an exceptional, premium experience across all Direct-To-Consumer (DTC) and retail store channels in the United States. This position offers a unique, holistic view of the fashion industry;

beyond resolving consumer inquiries with grace and efficiency, you will actively support our Wholesale division and collaborate directly with cross-functional departments. If you are a proactive problem-solver with a passion for retail operations, a strong eye for detail, and a desire to grow within a luxury apparel business, we want to hear from you.

• Customer Support & Experience
• Returns & Credit Processing
• Order Management & Systems
• Cross-Functional Collaboration

• Manage and respond to U.S. DTC customer inquiries while supporting Wholesale business needs through Shopify.
• Resolve order issues, returns, shipping errors, delivery delays, and product concerns.
• De-escalate customer complaints gracefully over the phone and by email to maintain a positive brand experience.
• Process returns; research customer history for validity
• Coordinate with the warehouse to verify return conditions, quantities, and discrepancies.
• Utilize and update Joor and A2000 systems to research and resolve customer inquiries.
• Run Available to Sell reports in A2000 to check in-season and past-season stock.
• Place, manage, and edit pre-season and in-season orders for branded retail stores.
• Receive, inspect, and process sample returns from sales representatives to track inventory.
• Manage trunk show logistics and assortment support with external wholesale accounts.
• Assist with administrative support to team when necessary

• Ability to react quickly to immediate business needs and multi-task
• High proficiency in Microsoft Excel and an ability to quickly learn new software systems
• Bachelor’s or Associate’s degree in Marketing, Fashion Design, or a related business field
• High level of comfort with customer phone conversations and clear, professional email skills
• A genuine interest in fashion, retail trends, and the apparel industry

• Excellent corporate benefits package
• Clear pathways for professional growth and career advancement
• A collaborative, energetic, and close-knit office environment