Customer Solutions Representative

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
Masco Home Products India (MHPI) MHPI (Masco Home Products India) LinkedIn
Position Details

Business Unit Supported: Masco Canada

Website Link:

Position: Customer Solutions Representative (Consumer)

Location: India (Permanent Remote)

Job Type: Permanent

Experience Required: 24 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 fixed shift 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.

This position is designed for an individual who demonstrates strong product knowledge customer advocacy and operational excellence while also showing the potential to grow into a future Lead Hand or Supervisor role as the business evolves.

The role remains fully customer-facing with added responsibilities focused on peer support process improvement and informal leadership without formal people management at this stage.
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
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

35 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 or 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 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.

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 Companys 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
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