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 About the Role 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. Core Focus Areas Customer Support & Experience Returns & Credit Processing Order Management & Systems Cross-Functional Collaboration Daily Duties 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 Qualifications 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 What We Offer Excellent corporate benefits package Clear pathways for professional growth and career advancement A collaborative, energetic, and close-knit office environment #J-18808-Ljbffr