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 monito