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 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
3–5+ 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.
