Customer Solutions Representative

About the role

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 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

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