Life Sciences Customer Service
Resume:
*** ***** **** ****** • DURHAM, NC *****
PHONE 919-***-**** • E-MAIL ***@*********.***
AMY K JORDAN
PROFESSIONAL SUMMARY
Highly experienced logistics and import operations professional with 18 years of progressive responsibility. Demonstrated expertise managing complex import processes, ensuring regulatory compliance, and optimizing shipment efficiency. Certified expert
(CCLS) in Harmonized Tariff Schedule (HTS) codes with a proven track record of proficiency classifying commodities for import and export purposes. Highly skilled in building FDA product codes for commodities in the life sciences industry, maintaining strong relationships with clients and government agencies, leading teams, and implementing continuous improvements.
KEY STRENGTHS
● Excellent customer service and communication skills
● Comprehensive knowledge of import regulations for biopharmaceutical materials
● Certified expert in Harmonized Tariff Schedule (HTS) codes
● Subject matter expert with hands-on experience building Food and Drug Administration (FDA) product codes for life sciences commodities
● Ability to multitask and handle rapidly changing workloads
● High attention to detail and strong organizational skills
● Expertise in cold chain packaging and logistics
● Global experience building, leading, and managing teams in the United States, the United Kingdom, the European Union (Belgium, Germany & France) and Asia Pacific (Singapore, China)
PROFESSIONAL EXPERIENCE
CEVA Logistics, Durham, NC
August 2024-Present
Import Specialist IV
● Serves as the primary liaison between customers, U.S. Customs and Border Protection (CBP), the Food and Drug Administration (FDA), and other government agencies, ensuring seamless coordination and compliance with regulatory standards.
● Secures essential government agency releases and helps orchestrate delivery logistics, ensuring precision in invoicing and adherence to service commitments.
● Conducts thorough initial transaction reviews, identifying any discrepancies or irregularities to uphold operational integrity.
● Oversees daily pre-alert management, strategically monitoring freight arrivals and ensuring the timely receipt of critical documentation.
● Processes and reviews documentation for assigned accounts, interfacing with CEVA systems and CargoWise to ensure timely and compliant transactions for both internal and external customers.
Biocair, Cary, NC
May 2007-June 2024
GSK Operations Support Manager
November 2023 - June 2024
● Directed logistics coordinators and import groups for GlaxoSmithKline (GSK) international shipments, global responsibility with primary focus on the US and UK markets.
● Built relationships with key GSK stakeholders and trained import and logistics departments on document review and “Right First Time” best practices.
● Organized the import process across departments and worked with regional shipping managers to improve processes.
● Ensured the accuracy of clearance data, including valuations, harmonized tariff codes, FDA product codes and commodity descriptions.
● Expertly built FDA product codes for life sciences commodities, ensuring compliance with all applicable regulatory requirements.
● Senior escalations contact for addressing and resolving any mission-critical issues impacting import logistics. Conducted root cause analysis and implemented preventative measures where appropriate.
● Managed relationships between Biocair and GSK’s Customs brokerage companies and continuously improved import/export work instructions. US Imports Manager
October 2021 - November 2023
● Managed all daily operational tasks for the US Imports Team (distributed across 8 different locations in US North America) to meet customer expectations and regulatory compliance.
● Built relationships with clients and government agencies, acted as the point of contact for overseas offices, and managed the US import process.
● Recruited and trained new employees, developed training and development plans, and conducted performance appraisals.
● Investigated any customer complaints, implemented new processes where appropriate, and ensured the application of quality systems.
● Managed US Imports KPI metrics and coordinated with Biocair Operations and Customs Brokerage.
● Expertly built FDA product codes for life sciences commodities.
● Classified commodities using the Harmonized Tariff Schedule (HTS) codes to ensure accurate tariff and duty assessments.
US Import/Monitoring Manager
April 2018 - October 2021
● Oversaw import processes and ensured regulatory compliance.
● Monitored shipments company-wide, addressed import-related issues, and coordinated with various stakeholders.
● Trained and supported import staff, ensuring accurate documentation and timely shipment clearance.
Import Coordinator
May 2007 - April 2018
● Reviewed and verified necessary documentation, including commercial invoices and USDA guidelines, to ensure accuracy and compliance.
● Liaised with clients, customs brokers, and government agencies to facilitate smooth import operations.
● Monitored shipment statuses and resolved any issues or delays to ensure timely delivery.
● Maintained up-to-date knowledge of changes in import regulations and industry best practices.
REFERENCES
Available upon request.
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