Customer & order operations · Pharma & nutraceutical manufacturing
Ship complete and on time, every order.
Purchase orders land by EDI, email, and portal with the same SKU written three ways. A CSR keys each and checks it against lot expiry.
The reality
Order management is a reconciliation problem.
A PO arrives as an 850 or a PDF, the customer's item number doesn't match your NDC, and ATP shows stock that's six weeks from expiry. The CSR keys it, allocates a lot, and discovers the shortfall only when picking starts. Backorders, split shipments, and missing ASNs follow, and the OTIF scorecard takes the hit.
The operator owns intake to ASN. It parses every PO format, maps the customer item to your NDC and lot, checks ATP against FEFO and expiry, confirms the ship date, and fires the 856 ASN the moment the load releases — so short ships and chargebacks stop being a surprise.
How the operator runs customer & order operations
PO 8841120 · Intake
mapping- EDI 850 received — 14 lines
- Customer item → NDC mapped
- Line 9 unmatched — flagged for review
01Parse and map the PO
Reads the 850, PDF, or portal order, maps customer item numbers to NDCs, and flags any line it can't resolve.
Order 8841120 · Allocation
allocating- ATP checked — 12 lines covered
- FEFO lot assigned, dating window cleared
- Line 4 short — backorder ship date confirmed
02Check ATP and lot
Allocates against available-to-promise using FEFO, rejects lots inside the customer's dating window, and confirms the ship date.
Shipment 856-44021 · ASN
transmitting- 855 acknowledgement sent
- Load released, SSCC labels generated
- 856 ASN with lot + expiry — transmitting
03Confirm and send ASN
Sends order acknowledgement, then transmits the 856 ASN with lot, expiry, and SSCC when the load releases.
The outcome
−55% of order-management work off the team
Ship complete and on time to every customer.
- Every PO format mapped to your NDC and lot before it hits the floor
- FEFO allocation honoured, so dating-window rejections stop at the source
- ASNs out on time — chargebacks and OTIF penalties stop accruing
Common questions
Customer & order operations
- What does the Customer & order operations operator do?
- The operator owns intake to ASN. It parses every PO format, maps the customer item to your NDC and lot, checks ATP against FEFO and expiry, confirms the ship date, and fires the 856 ASN the moment the load releases — so short ships and chargebacks stop being a surprise.
- What impact does the Customer & order operations operator have?
- −55% of order-management work off the team. Ship complete and on time to every customer.
- How does the Customer & order operations operator work?
- Reads the 850, PDF, or portal order, maps customer item numbers to NDCs, and flags any line it can't resolve. Allocates against available-to-promise using FEFO, rejects lots inside the customer's dating window, and confirms the ship date. Sends order acknowledgement, then transmits the 856 ASN with lot, expiry, and SSCC when the load releases.
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