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: Senior Customer Solutions Representative (Consumer)
Location: India (Permanent Remote)
Job Type: Permanent
Experience Required: 35 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 Senior 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

Senior-Level & Informal Leadership Responsibilities
Act as a point of support for peers during daily operations (process questions system navigation product guidance)
Assist with on-the-floor coaching by reinforcing best practices and quality standards
Support onboarding of new hires through job shadowing knowledge sharing and role modeling
Identify recurring customer issues or process gaps and proactively surface recommendations to leadership
Participate in pilot programs new initiatives or process changes as a subject matter contributor
Step in as a temporary escalation point when supervisors are unavailable (as appropriate)

Future Growth Opportunity
This role is intended as a developmental pathway. Based on performance demonstrated leadership behaviors and business needs the position may evolve into a Lead Hand or Supervisor role in the future.
Leadership readiness will be assessed through:
Consistent performance and reliability
Ability to influence peers positively
Ownership of outcomes beyond individual metrics
Communication judgment and accountability

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)

Must Have Technical Skills hiring manager to update this section
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- hiring manager to update this section
Experience supporting Consumer customers in a product-driven or service organization
Exposure to informal coaching mentoring or acting-lead responsibilities
Interest in leadership or career progression within Customer Solutions
Key Competencies
- Customer Advocacy
- Ownership & Accountability
- Clear and Professional Communication
- Coaching Mindset
- Process Improvement Orientation
- Emotional Intelligence
- Adaptability in a fast-paced environment
- Consistently meets or exceeds customer experience and productivity targets
- Is trusted by peers as a knowledgeable and approachable resource
- Demonstrates sound judgment in complex or escalated situations
- Contributes meaningfully to team stability quality and continuous improvement
- Shows readiness for increased responsibility without compromising frontline performance

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
Associate degree in any field.
Professional certifications in regulatory affairs or related fields are desirable

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.

Company

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.

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