In the building materials industry, reliable delivery is non-negotiable. It ensures projects stay on schedule, keeps customers satisfied, and strengthens a company’s reputation. This case study explores how one regional construction material supplier transformed its logistics performance by implementing structured hiring and onboarding practices for drivers and delivery staff—resulting in measurable gains in efficiency, safety, and customer satisfaction.
Company Background
Business: Mid-sized building materials distributor
Location: Southeastern U.S.
Service Area: Residential and commercial construction projects across three states
Challenge: Inconsistent delivery performance and high turnover among drivers, especially during peak season
The Challenge
The company was experiencing several key issues:
Late or missed deliveries affecting contractor job sites
Rising customer complaints
Driver turnover rates above 30% annually
Inconsistent onboarding and unclear job expectations
Their leadership realized that the problem wasn’t just logistics—it started with how they were hiring, training, and managing delivery personnel.
The Solution: Implementing Best Practices for Hiring Drivers
The company decided to overhaul its hiring and onboarding process, guided by industry best practices and supported by ERP integration. Here’s how they did it:
- Defined Clear Job Descriptions
They worked closely with dispatch and warehouse supervisors to build accurate, role-specific job descriptions. Each position outlined:
Required certifications (CDL for certain routes)
Physical demands
Customer service expectations
Shift hours and delivery schedules
- Centralized Hiring Through ERP
All applications, interviews, and background checks were moved into their ERP system. This allowed HR and operations to collaborate in real-time, speeding up decision-making and keeping candidate evaluations organized.
- Introduced Structured Onboarding
A three-day onboarding process was rolled out for all new drivers:
Day 1: Safety training and company orientation
Day 2: Ride-alongs with senior drivers
Day 3: Route familiarization and equipment checks
This ensured every driver received the same information and expectations before hitting the road.
- Set Up Performance Monitoring
The ERP system tracked each driver’s performance metrics—on-time delivery rate, customer ratings, and route efficiency. Monthly reviews gave drivers feedback and helped management identify training or support needs.
- Developed a Seasonal Driver Pool
Instead of rehiring from scratch each busy season, the company built a pool of qualified seasonal drivers who could be reactivated quickly. Most had already been trained under the new onboarding system.
Results After 12 Months
On-time deliveries: Improved from 84% to 96%
Driver turnover: Dropped by 40%
Customer complaints related to delivery: Decreased by 55%
Training time for new hires: Reduced by 30%
Seasonal driver rehires: Increased by 70%, reducing recruitment costs
Key Takeaways
Standardizing hiring and onboarding processes builds consistency across your team
ERP systems can streamline communication and hiring efficiency between HR and logistics
Investing in training upfront reduces mistakes, improves service, and boosts morale
Building a trusted seasonal team year over year cuts down hiring time and expenses
Conclusion
By aligning hiring practices with operational needs and using technology to support the process, this building materials supplier turned a pain point into a competitive strength. For companies that rely on timely, accurate deliveries, getting the hiring process right is not just an HR issue—it’s a key part of business success.
