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

Position Details

Business Unit Supported: Masco Canada

Position: Customer Solutions Representative (Consumer)

Location: India (Permanent Remote)

Job Type : Permanent

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

Job Summary

Reports to: Customer Solutions Supervisor / Manager

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)

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

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.

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

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.

Must Have “Technical” Skills

3-5+ years of experience in a customer service, customer solutions, or contact center environment

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 robust 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).

IT Asset Arrangement: All necessary equipment (based on role)

Education

Graduation degree in any field.

Disclaimer

Company : Masco Home Products India

Full

📌 Customer Solutions Representative (Maharashtra)
🏢 Masco Home Products India
📍 Maharashtra