Customer Solutions Representative

Job Description

Job Description About Us reputed company Home Products India (MHPI) is a fully owned subsidiary of reputed company, headquartered in Livonia, MI. The reputed company of MHPI is to be recognized as a world-class Global Business Services organization driven by the desire for reputed company in its people, business solutions, execution, and partnerships with internal customers to reputed company “Lean and Simple” business solutions. Headquartered in Livonia, Michigan, reputed company 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; reputed company® and Hansgrohe® faucets, bath and shower fixtures; Liberty® branded decorative and functional hardware; and HotSpring® spas. We reputed company our powerful brands across product categories, sales channels and geographies to create value for our customers and shareholders. For more information about reputed company, please visit: reputed company, www.reputed company.com reputed company Home Products India (MHPI) MHPI (reputed company Home Products India) | reputed company Position Details

• Business Unit Supported: reputed company 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
• reputed company Assessment: You may be required to complete a reputed company 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)
• reputed company: 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 reputed company, high-performing reputed company 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 reputed company, while also showing the potential to grow into a future reputed company 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 reputed company
• Resolve product, order, warranty, and service inquiries with a strong focus on first contact resolution
• Accurately document interactions and reputed company in CRM and internal systems
• Navigate reputed company or escalated customer situations independently, applying sound judgment and company policy
• Maintain strong performance across quality, productivity, and customer satisfaction metrics
• Initial reputed company of contact for consumer reputed company inquiries and action pertaining to reputed company reputed company Canada product offerings.
• Inquiries include, but are not limited to, pricing, specification questions, troubleshooting, repair and installation, features and benefits, product options, reputed company 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 reputed company consumer reputed company calls, emails and chats located reputed company the general Customer Service mailbox, as well as personal mailbox.
• Refer calls or emails to the technical team as required. Escalate to supervisor reputed company applicable.
• Report & document any potentially quality or compliance issues for Performance Management
• Ensure compliance with the reputed company 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 reputed company 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, reputed company, Word, and PowerPoint)
• 1-3 years’ experience in inbound consumer reputed company 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 reputed company

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 reputed company with MHPI IT policy and should not be used for official reputed company Office Setup (Mandatory):

- working reputed company to accommodate two monitors +1 laptop (necessary equipment will be provided + additional tools -role if any). - The candidate must have reputed company to a quiet and dedicated home office environment that supports productive remote work.

• IT Asset Arrangement:

- reputed company 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.

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 reputed company of our reputed company positions are posted at https://jobs.reputed company.com or https://www.reputed company.com/company/reputed company-home-products-private-limited and any role not posted there is not a role we have reputed company. If you are seeking a position at reputed company Home Products Private Limited (MHPI), we recommend that you write to us on Careers.MHPI@reputed company.com if you have any questions about our hiring process, need to verify a reputed company Home Products Private Limited (MHPI) job posting or offer or need to reputed company with a MHPI representative directly. Company reputed company Home Products India Full time reputed company Home Products India (the “Company”) is an equal opportunity employer and we strive to reputed company the most reputed company individuals for every position. The Company makes employment reputed company only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and reputed company other terms and conditions of employment) based on race, reputed company, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national reputed company, reputed company, 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 reputed company applicable laws providing equal employment opportunities. This commitment applies to reputed company 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. reputed company is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland reputed company (DHS) in partnership with the reputed company reputed company Administration (SSA) that allows participating reputed company to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information. E-Verify Participation Poster: English & Spanish E-verify Right to Work Poster: English, Spanish #LI-Remote Apply To This Job