Customer Solutions Representative

Job Description

Job Description

About Us

Masco Home Products India (MHPI) is a fully owned subsidiary of Masco Corporation, headquartered in Livonia, MI. The vision of MHPI is to be recognized as a world-class Global Business Services organization driven by the desire for excellence in its people, business solutions, execution, and partnerships with internal customers to develop “Lean and Simple” business solutions.

Headquartered in Livonia, Michigan, Masco Corporation is a global leader in the design, manufacture and distribution of branded home improvement and building products. Our portfolio of industry-leading brands includes Behr® paint; Delta® and Hansgrohe® faucets, bath and shower fixtures; Liberty® branded decorative and functional hardware; and HotSpring® spas. We leverage our powerful brands across product categories, sales channels and geographies to create value for our customers and shareholders.

For more information about Masco Corporation, please visit:

Masco Corporation, www.masco.com

Masco Home Products India (MHPI) MHPI (Masco Home Products India) | LinkedIn

Position Details

• Business Unit Supported: Masco Canada
• Website Link: www.mascocanada.com
• Position: Customer Solutions Representative (Consumer)
• Location: India (Permanent Remote)
• Job Type: Permanent
• Experience Required: 2-4 years of experience in a customer service, customer solutions, or contact center environment phone, chat, email etc with product-driven or service organization
• Skill Assessment: You may be required to complete a skill assessment task prior to interview.
• Shift: 06:00 pm - 03:00 am IST - no rotation
• Work Hours: Total 9 hrs (8:30 hrs working+ 30 min break)
• CTC: As per market standards
• Notice Period: (Immediate joiner preferred) candidate serving notice and left with 30 working days’ notice period preferred.

Job Summary

• Reports to: Customer Solutions Supervisor / Manager
• The Customer Solutions Representative (Consumer) is an experienced, high-performing frontline role responsible for delivering exceptional service to MHPI Consumer customers across phone, chat, and email channels.
• The role remains fully customer-facing, with added responsibilities focused on provide assistance to customers and act as initial point of contact for consumer related inquiries and action pertaining to all Masco Canada product offerings.

Primary Responsibilities

• Customer Support (Primary Focus)
• Handle inbound calls, chats, and emails from Consumer customers with professionalism and empathy
• Resolve product, order, warranty, and service inquiries with a strong focus on first contact resolution
• Accurately document interactions and outcomes in CRM and internal systems
• Navigate complex or escalated customer situations independently, applying sound judgment and company policy
• Maintain strong performance across quality, productivity, and customer satisfaction metrics
• Initial point of contact for consumer related inquiries and action pertaining to all Masco Canada product offerings.
• Inquiries include, but are not limited to, pricing, specification questions, troubleshooting, repair and installation, features and benefits, product options, proof of delivery, warranty and where to purchase.
• Assist the consumer through the administration of our warranty policies and procedures and action the request appropriately.
• Maintain a good level of understanding and knowledge of our product offering and its functions through ongoing training sessions in order to effectively answer consumers’ inquiries.
• Responsible for the timely review and follow up of all consumer related calls, emails and chats located within the general Customer Service mailbox, as well as personal mailbox.
• Refer calls or emails to the technical team as required. Escalate to supervisor when applicable.
• Report & document any potentially quality or compliance issues for Performance Management
• Ensure compliance with the Masco Canada Product Compliance Management System
• This will be a blended process with prime focus on calls. The role will involve approximately 30% to 40% calling responsibilities

Order Management

• Entry of consumer warranty orders required from an incoming call, chat, or email
• Order management tasks, not limited to reports and analysis
• Support open order book review
• Assist with on-the-job training and development of new & existing department employees.
• Other duties as assigned.

Key Skills Required

• Excellent English communication skills, both verbal and written.
• Strong communication experience with international teams, well-versed with remote working protocols, including virtual collaboration tools, cross-time-zone and best communication practices.
• Ability to use a computer for 8.5 hours per day.
• Ability to use MS Office applications (Outlook, Excel, Word, and PowerPoint)
• 1-3 years’ experience in inbound consumer related call, chat and email inquiries.

Must Have “Technical” Skills

• 2-4 years of experience in a customer service, customer solutions, or contact center environment
• Proven ability to handle high-volume, multi-channel support (phone, chat, email)
• Strong problem-solving and de-escalation skills
• High level of system proficiency and attention to detail
• Demonstrated professionalism, accountability, and customer-first mindset

Preferred Skills

• Experience supporting Consumer customers in a product-driven or service organization
• Accuracy and attention to detail a must
• Positive attitude and strong work ethics
• Ability to prioritize and work without supervision
• Effective Team Player
• Good working knowledge of JDE system
• Experience with International teams preferred

Other Mandatory Requirement:

• Must Have Broadband Availability: Minimum 30 MBPS - Only connections from national service providers such as Jio, Tata, Airtel, or Hathway Fiber are acceptable. Local or unverified internet providers are not aligned with MHPI IT policy and should not be used for official work.
• Home Office Setup (Mandatory):

- working space to accommodate two monitors +1 laptop (necessary equipment will be provided + additional tools -role if any).

- The candidate must have access to a quiet and dedicated home office environment that supports productive remote work.

• IT Asset Arrangement:

- All necessary equipment (based on role)- including One/two monitors, one laptop, and supporting accessories will be provided by the company. Candidates must ensure safe and secure setup and usage of these assets.

This setup is non-negotiable and essential to ensure uninterrupted workflow, secure data handling, and effective collaboration. Candidates who do not meet this requirement will not be considered.

Education

• Graduation degree in any field.

Disclaimer

It has come to our attention that there have recently been some employment scams that have utilized reputable companies’ names, including ours, to solicit personal information as part of a fraudulent hiring scam. Please note that all of our open positions are posted at https://jobs.masco.com or https://www.linkedin.com/company/masco-home-products-private-limited and any role not posted there is not a role we have open. If you are seeking a position at Masco Home Products Private Limited (MHPI), we recommend that you write to us on [email protected] if you have any questions about our hiring process, need to verify a Masco Home Products Private Limited (MHPI) job posting or offer or need to speak with a MHPI representative directly.

Company

Masco Home Products India (the “Company”) is an equal opportunity employer and we strive to employ the most qualified individuals for every position. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all people involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Masco Corporation is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster:English & Spanish

E-verify Right to Work Poster:English, Spanish