Warranty Coordinator

Masco

4d • Remote

About The Position

Masco Home Products India (MHPI), a wholly owned subsidiary of Masco Corporation, is hiring a Warranty Coordinator to support the Watkins Wellness business unit. This permanent, fully remote role is based in India and works the 8:30 p.m. to 5:30 a.m. IST shift, with 8.5 working hours and a 30-minute break. The position reports to the US Supervisor, Warranty Service.

Under general supervision, the Warranty Coordinator inputs, verifies, coordinates, and maintains warranty claim information in a database, and evaluates claims for accuracy and validity. The role responds to dealer requests about warranty reconciliations and terms, as well as basic troubleshooting related to warranty component replacement and repairs. The coordinator follows established warranty policies and business practices when approving or rejecting claims, investigates claim issues, and may perform other duties as needed.

The role requires prompt, professional handling of warranty inquiries, accurate entry of hard-copy claims, and analysis of historical data to identify patterns and issues that may need management review. The successful candidate must have a bachelor’s degree and at least two years of related customer service experience or training, or an equivalent combination of education and experience. A dedicated, quiet home office and broadband of at least 30 Mbps from an approved national provider are mandatory. The company provides the necessary computer equipment and accessories.

Requirements

• Bachelor’s degree.
• At least two years of related experience and/or training in a customer service environment, or an equivalent combination of education and experience.
• Excellent written and verbal English communication skills.
• Experience communicating with international teams, including virtual collaboration, cross-time-zone communication, and appropriate communication practices.
• Knowledge of remote working protocols and etiquette.
• Ability to use a computer for 8.5 hours per day.
• Ability to use Microsoft Office applications, including Outlook, MS Teams, Excel, Word, and PowerPoint.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to compose professional correspondence, speak clearly, and use proper phone etiquette.
• Experience with MS Office, a Warranty Database, and Navision.
• Accurate and fast alphanumeric data-entry skills, including use of a 10-key pad.
• Strong attention to detail.
• Broadband availability of at least 30 Mbps through an approved national service provider such as Jio, Tata, Airtel, or Hathway Fiber; local or unverified providers are not acceptable under MHPI IT policy.
• A quiet, dedicated home office with space for two monitors and one laptop, and the ability to safely and securely set up and use company-provided equipment.

Nice To Haves

• Basic math skills, including performing arithmetic with whole numbers, common fractions, and decimals; calculating rates, ratios, and percentages; and drawing and interpreting bar graphs.
• Demonstrated Salesforce proficiency for day-to-day case handling, including creating, updating, and tracking cases; recording detailed case notes; maintaining accurate customer records; communicating with internal teams and external customers; following workflows; and resolving cases promptly and professionally.

Responsibilities

• Respond promptly and professionally to warranty inquiries received by email.
• Investigate and resolve warranty claim issues.
• Apply established warranty policies and business practices to approve or reject claims.
• Analyze historical data to identify patterns, assess return adequacy, and raise warranty claim issues that need management review or input.
• Enter hard-copy warranty claim information into the Warranty Database.
• Respond to dealer requests regarding warranty reconciliations, warranty terms, and basic troubleshooting for warranty component replacement or repairs.
• Input, verify, coordinate, and maintain warranty claim information in a database.

What This Job Offers

• Job Type: Full-time