Handling special-order SKUs is one of the trickiest parts of running a building materials yard. These aren’t just “another product”—they’re customer-specific, often custom-sized, and can’t be returned or repurposed easily. If mishandled, they represent not just lost inventory, but lost customer trust.
If your team is dealing with special orders on a regular basis, it’s time to move past basic handling and into advanced territory. Here are high-impact tips to improve accuracy, accountability, and customer satisfaction when dealing with these unique materials.
- Flag Special Orders Digitally From the Start
The handling process starts long before the item arrives at your yard. As soon as a sales order is submitted, your ERP should:
Flag the order as “Special Order” or “Customer-Specific”
Assign a reference ID tied to the customer, jobsite, or PO
Lock that SKU from general resale (if it’s a stocked item)
Integrating this flag into your receiving, staging, and picking workflows ensures it gets VIP treatment throughout the process.
- Use Dedicated Staging Zones for Special Orders
Create a separate, clearly labeled area within your yard or warehouse for special-order materials. Organize by:
Customer name or job number
Estimated pickup/delivery date
Storage condition (indoor vs outdoor, climate controlled)
Keep this zone secure and visible. Avoid the risk of special items getting lost among general inventory.
- Train Yard Staff on Special Order Protocols
Your team should know that special-order SKUs have:
No room for picking errors
Higher customer expectations
Limited resale value if mishandled
Train staff to always check:
The sales order
The customer name
Any special handling or packaging instructions
Regular mock orders and refresher training help reduce costly errors.
- Automate Alerts and Reminders
Use your ERP to trigger automatic alerts when:
A special-order item is received
A delivery deadline is approaching
An item sits in staging for more than 48 hours
This ensures orders don’t get forgotten in the shuffle of daily operations.
- Attach Documents and Notes to Each Special Order
Many special orders come with drawings, cut sheets, or project specs. Your ERP should allow attachments at the order or SKU level so yard teams can access them via tablet or mobile device.
No more chasing paper or second-guessing requirements at the last minute.
- Implement Photo Documentation
Take photos of staged special-order SKUs—especially for high-value or fragile items. Upload these into the ERP so your team and your customer service reps can verify:
Correct labeling
Order readiness
Material condition before delivery
This is also a powerful tool for handling customer disputes.
- Track Special Order Performance Metrics
Monitor KPIs such as:
On-time special-order fulfillment rate
Error rate (mispicks, missing items)
Average staging time
Customer satisfaction scores on custom orders
Use this data to refine workflows, retrain staff, or renegotiate with suppliers when lead times cause issues.
Final Thoughts
Handling special-order SKUs isn’t just an operational task—it’s a promise to your customer. With the right strategy, tech integration, and staff training, you can treat every special order like a VIP job. This boosts confidence, improves loyalty, and reduces costly errors that are hard to recover from.
