Senior Territory Service Representative - Operations

About Blue Dart

Blue Dart Express Limited, founded in 1983 and a listed company, is a leading courier and integrated air express distribution service provider in South Asia, serving over 55,000 locations across India and internationally. As part of DHL Group's DHL eCommerce division, Blue Dart leverages international reach across more than 220 countries and territories. The company is renowned for service reliability, innovation, and digitalization in logistics, owning India's only scheduled air cargo airline. Recognized as a top workplace and a top employer, Blue Dart commits to a people-first culture with strong employee empowerment and career growth opportunities.

Position Purpose

The Senior Territory Service Representative (Senior TSR) in Operations manages timely and efficient pickup and delivery of shipments within assigned territories. This role ensures high-quality service, operational efficiency, compliance with standards, and enhances customer satisfaction. The Senior TSR also mentors new team members and supports branch productivity by resolving operational exceptions.

Key Responsibilities

• Perform timely pickup and delivery of shipments, adhering to service commitments.
• Handle, load, and transport shipments accurately and safely.
• Optimize routes to increase productivity and coverage.
• Achieve high first-attempt delivery rates, minimizing service failures.
• Assist branch operations during busy periods and contingencies.
• Provide excellent customer service, representing the brand professionally.
• Build and maintain positive relationships with customers and accounts.
• Address routine customer issues, escalating complex concerns as needed.
• Manage Cash on Delivery (COD) collections accurately and ensure timely remittance.
• Complete and reconcile shipment documentation and proof of delivery accurately.
• Use handheld scanners and digital tools for shipment tracking and updates.
• Follow standard operating procedures and identify areas for operational improvement.
• Support training and mentor new TSRs on procedures, customer service, and safety.
• Ensure compliance with road safety laws and company safety standards.
• Maintain vehicles or personal two-wheelers in good condition with valid documentation.
• Adhere to workplace discipline, grooming standards, uniform policies, and punctuality.
• Collaborate closely with shift in-charges, supervisors, and branch teams for smooth operations.

Qualifications and Experience

• Minimum education: 10th Standard pass; higher qualifications preferred.
• 3 to 6 years’ experience in courier, express logistics, last-mile delivery, or field operations.
• Experience handling deliveries, pickups, COD, and route management.
• Familiarity with handheld scanners and digital delivery applications is advantageous.

Eligibility Criteria

• Applicant must be at least 18 years old.
• Possession of a valid two-wheeler or four-wheeler driving license is mandatory.
• Own a two-wheeler if personal vehicle deployment is required, per company policy.
• Physically fit for field operational duties.
• Willing to work varied shifts, including weekends and holidays depending on business needs.

Skills and Competencies

• Expertise in parcel pickup and delivery operations.
• Customer relationship management and service orientation.
• Route planning and territory knowledge.
• COD collection, reconciliation, and documentation accuracy.
• Proficiency in using mobile scanning devices and digital tracking tools.
• Basic computer literacy and English communication skills.
• Teamwork, accountability, coaching, professional conduct, integrity, time management, safety awareness, problem-solving, and result-focused mindset.

Performance Metrics

• Adherence to pickup schedules and route productivity.
• High rate of first-attempt deliveries and minimizing complaints.
• Accuracy in COD handling and shipment documentation compliance.
• Safety compliance including safe driving and adherence to SOPs.
• Support to new team members and process adherence.

Why Join Blue Dart?

• Certified Great Place to Work® and Top Employer with inclusive, employee-centric culture.
• Competitive salary and incentive pay based on performance.
• Structured learning, global exposure, and coaching support career advancement.
• Extensive benefits including medical coverage, parental care options, financial wellness programs, and generous leave policies.
• Cultural appreciation for diversity, innovation, and open communication.
• Global career opportunities across 220+ countries through DHL Group network.
• Opportunity to be part of a trusted and award-winning Indian logistics brand.

Disclaimer

Recruitment at Blue Dart follows a fair, transparent, and merit-based process emphasizing human rights and diversity. The company does not charge candidates any fees during recruitment or onboarding. Candidates should beware of fraudulent requests and report any suspicious activity.