In the building materials industry, special-order SKUs are becoming more common than ever. Whether it’s custom-cut lumber, made-to-order piping, or project-specific composite materials, these items require extra attention throughout the fulfillment process—especially in yard-based operations where tracking and organization are already complex.
Training your team to handle these products properly is essential for avoiding errors, preventing losses, and keeping your customers satisfied. In this blog, we’ll walk through a complete approach to training your staff on the proper management of special-order SKUs.
Why Special-Order SKUs Are High-Risk Inventory
Special-order SKUs typically:
Aren’t part of your regular inventory
Have narrow delivery windows
Can’t be easily returned or resold
Often require manual handling or documentation
All of this increases the risk of errors if staff aren’t trained properly—leading to wasted materials, incorrect deliveries, and upset customers.
Step-by-Step Staff Training Strategy
- Teach the Lifecycle of a Special-Order SKU
Start by explaining the full process to your team:
Sales team enters the custom order
The warehouse or yard receives the item
It’s flagged and staged separately
It’s picked and delivered on a specific timeline
When staff understand how these SKUs flow through your system, they can see where their actions fit into the bigger picture.
- Train on Identification and Labeling
Special-order SKUs should be clearly marked from the moment they arrive. Train staff to:
Check for “Special Order” tags or labels
Verify PO and customer name on the package
Apply color-coded stickers or signs for quick recognition
Pro Tip: Use distinct bin or rack locations to stage special orders to prevent mix-ups.
- Integrate Training with Your ERP System
Your ERP system should support the tracking of special orders from the point of entry through to delivery. Teach your team how to:
Search and verify special orders in the system
Update order status in real time (received, staged, delivered)
Attach digital notes or photos if needed
Hands-on ERP practice is key—simulate real special orders during training sessions.
- Designate a Special Orders Lead (or Champion)
Assign at least one team member per shift or yard location to own the special-order process. This person can:
Double-check SKU accuracy
Coordinate staging and delivery
Serve as a go-to resource for newer staff
This role prevents special-order tasks from being lost in the chaos of regular operations.
- Include Handling and Safety Training
Because special-order SKUs are often oversized or delicate, your team must know how to handle them safely and correctly. Train staff on:
Forklift or manual handling procedures
Securing long or awkward loads
Identifying materials that are sensitive to temperature, moisture, or pressure
Improper handling leads to damage—and unlike regular SKUs, most special orders can’t be restocked.
- Emphasize Communication with Sales and Dispatch
Train your team to maintain open lines of communication:
Notify sales or customer service if a special-order item arrives damaged
Alert dispatch immediately when an order is ready for pickup or delivery
Log any issues or delays in your ERP system
The faster communication flows, the fewer errors and delays you’ll face.
- Run Periodic Mock Order Drills
One of the best ways to reinforce training is through mock order exercises. Stage a few test orders each quarter that include:
Receiving and labeling
Routing and staging
Final delivery prep
Evaluate how well your team follows the process, and use the drill to coach or clarify any gaps.
- Use Real-Life Mistakes as Training Examples
No training program is complete without real-world context. Document common issues like:
Special orders mixed in with regular inventory
SKUs sent to the wrong customer
Missing labels or staging errors
Review these examples during team huddles or onboarding, and show exactly how those mistakes could’ve been prevented.
- Provide Written SOPs and Quick-Reference Guides
After hands-on training, provide accessible reference materials:
Laminated cheat sheets on the warehouse floor
Checklists for staging and delivery
Flowcharts that outline the order journey
When pressure is high and the pace is fast, these tools help employees avoid guesswork.
- Celebrate Wins and Provide Ongoing Feedback
Finally, make special-order handling a measurable KPI. Track:
On-time delivery rates for special orders
Error rates by shift or location
Customer satisfaction feedback
Recognize top performers and use data to refine training over time.
Final Thoughts
Special-order SKUs aren’t just another line on a pick ticket—they represent a custom promise to your customer. When your yard staff are well-trained, equipped with the right tools, and clear on expectations, they’ll be able to handle these high-stakes orders with confidence and consistency.
A strong training program reduces errors, strengthens accountability, and sets you apart as a reliable partner in every project your customers take on.
