Product Excellence Coordinator

LTA Manufacturing is a E-Verify employer whose Product Excellence Coordinator plays a critical role in supporting inside sales by managing product complaints, returns, & warranty claims while identifying recurring complaints, root causes, and continuous improvement opportunities across our products and production processes. This role serves as the connection between customer experience, production and internal product teams by designing and managing a closed-loop process from customer product feedback to incorporating systemic process improvement to mitigate future recurrence. The Product Excellence coordinator will be responsible for ensuring issues are addressed promptly and improvements are implemented to reduce future complaints, returns & claims. They will monitor trends, collaborate with production and product management on corrective actions, and support the development of sustainable solutions that elevate product quality and customer satisfaction.

Primary Responsibilities:

• Receive, log, and assess incoming complaints, returns & warranty claims from dealers, and retail customers, ensuring all documentation is complete and accurate.
• Serve as a liaison between customers and internal departments to facilitate complaints, returns, & warranty resolutions and maintain a positive customer experience.
• Identify recurring product issues and collaborate with Production, Quality, and Engineering teams to communicate root causes and collaborate on process improvements, & ensuring remedies are installed & sustainable by following the actions through completion.
• Maintain/review and analyze complaint, return, & warranty claim data to highlight trends, identify failure points, and support proactive quality improvement efforts.
• Track and report on key metrics such as resolution time, failure types, and claim frequency to guide internal stakeholders in decision-making.
• Partner with the Director of Product Excellence to develop and monitor corrective action plans and process adjustments that reduce repeat claims.
• Assist in training dealer partners on returns, complaints, & warranty policies and procedures to ensure proper documentation and reduce processing delays.
• Communicate with customers via phone and email to gather claim details, provide status updates, and deliver resolutions within established service levels.
• Support cross-functional teams including Customer Service, Accounting, Sales, Product Engineering and Production in navigating complaints & warranty-related topics and resolutions.
• Perform other administrative or service-related duties as needed, including assisting with order tracking and customer pickups.

Skills & Competencies Needed:

• Strong analytical and problem-solving skills with the ability to interpret data and recommend process improvements.
• Effective verbal and written communication skills with internal teams and external customers, particularly in deescalating dynamic situations.
• Manufacturing or production experience preferred, knowledge of warranty practices a plus.
• Ability to read and understand technical documents, claims, and SOPs.
• Proficient in Excel and data tracking tools; familiarity with warranty or service management software is a plus.
• A customer-focused mindset with strong interpersonal skills and a collaborative approach.
• Organized, detail-oriented, and capable of multi-tasking in a fast-paced environment.
• Positive attitude with a continuous improvement mindset.
• Demonstrated project management skills.

Physical Demands:

The employee is regularly required to sit; use hands and fingers; handle or feel objects; talk; hear; and see. Occasional lifting (up to 20 lbs.), standing, walking, balancing, stooping, kneeling, crouching, crawling, and reaching with hands and arms may be required. The work environment is fast-paced and time-sensitive, demanding accuracy, multitasking, and effective communication across teams.

At Venturous Truck Tops, we help drivers get the most out of their trucks through innovative, high-quality accessories and exceptional customer service. Guided by our values of customer centricity, innovation, ethics, responsibility, and skill, we are committed to delivering outstanding products and experiences. We foster a collaborative, growth-oriented workplace where talented individuals can build rewarding careers while making a difference for our customers every day.