Senior Territory Service Representative - Operations

Company Overview

Blue Dart Express Limited, a publicly listed leader in courier and integrated air express package distribution across South Asia, offers diverse logistics solutions. Founded in 1983, it operates across 55,000+ Indian locations and internationally with a reputation for reliable, secure, and timely delivery. As part of DHL Group's eCommerce division, Blue Dart leverages a global network spanning 220 countries and territories. The company is recognized as one of India's top workplaces and holds DHL Group's Top Employer certification, reflecting its commitment to a people-first culture and strong employee recognition.

Role Summary

The Senior Territory Service Representative (Senior TSR) plays a critical role in ensuring the punctual pickup and delivery of shipments within assigned areas while maintaining service quality, operational efficiency, and excellent customer experiences. Alongside hands-on delivery tasks, the role includes mentoring new TSRs, managing critical delivery routes, resolving operational exceptions, and upholding Blue Dart’s standards of professionalism and safety.

Key Responsibilities

• Effectively perform timely pickups and deliveries as per service commitments in designated territories.
• Handle shipments carefully through correct loading, transportation, and delivery processes.
• Optimize delivery routes daily to maximize productivity and customer reach.
• Achieve high rates of first-attempt deliveries and reduce service failures.
• Provide support during peak business traffic and contingencies at branches.
• Ensure an exceptional customer service experience and professionally represent the Blue Dart brand during all interactions.
• Build and maintain positive relationships with recurring customers and business accounts.
• Address routine customer issues and escalate complex concerns as needed.
• Collect, reconcile, and remit Cash on Delivery (COD) payments accurately and promptly.
• Ensure proper completion of shipment documentation such as Proof of Delivery (POD) without discrepancies.
• Utilize handheld scanning devices and digital applications to update system records for shipments timely.
• Comply strictly with Standard Operating Procedures (SOPs) and operational policies.
• Identify operational challenges and suggest process improvements to boost efficiency.
• Mentor newly recruited TSRs by providing induction and on-the-job training.
• Support Shift In-charges during operational challenges and promote team knowledge sharing.
• Adhere to road safety norms and Blue Dart safety protocols, maintaining zero safety violations.
• Maintain vehicles in good condition, ensuring legal compliance of documents and driving licenses.
• Exhibit professional grooming, punctuality, discipline, and wear prescribed uniform and ID badges consistently.
• Collaborate with shift in-charges, supervisors, and various branch teams to achieve service quality and productivity goals.

Qualifications and Experience

• Minimum education: 8th standard pass; 10th pass or higher preferred.
• 3 to 6 years’ relevant experience in courier, express logistics, last-mile delivery, or related field operations.
• Experienced in customer deliveries, pickups, route management, and COD handling.
• Familiarity with handheld scanners or digital delivery apps is advantageous.

Eligibility Criteria

• Age at least 18 years.
• Possession of a valid two-wheeler or four-wheeler driving license.
• Ownership of a two-wheeler for routes requiring personal vehicle use per company policy.
• Physically fit for field operations.
• Willingness to work shifts, weekends, and holidays as required by business demands.

Skills and Competencies

• Expertise in pickup and delivery operations and route planning.
• Strong customer relationship management skills.
• Accurate COD collection and reconciliation.
• Proficiency in POD management and shipment documentation.
• Competence with mobile scanners, digital applications, and basic computer use.
• Basic English reading and communication abilities.
• Key traits include customer focus, accountability, teamwork, coaching ability, professionalism, integrity, time management, safety awareness, problem-solving, and results orientation.

Performance Metrics

• Service: On-time delivery, pickup adherence, first attempt success, route productivity.
• Customer: Satisfaction, service recovery, complaint reduction.
• COD & Documentation: Accuracy, POD compliance, zero errors.
• Safety & Compliance: Safe driving, adherence to SOPs, grooming and uniform standards, zero safety violations.
• Operational: Delivery productivity, scanner compliance, support for new TSRs, process adherence.

Why Join Blue Dart?

• Recognized as a Great Place to Work® with an inclusive, people-centric culture.
• Competitive remuneration with performance-linked incentives.
• Comprehensive benefits including medical coverage, financial wellness, parental care option, and ample time off.
• Structured learning programs, global exposure, and continuous coaching for career advancement.
• Diverse and innovative work environment where employee voices are valued.
• Access to global opportunities within the DHL Group.
• Work with one of India's most trusted and awarded logistics brands.

Additional Information

All recruitment processes at Blue Dart are transparent and merit-based, aligned with commitments to human rights, diversity, equity, inclusion, and belonging. Blue Dart never requests fees at any recruitment or onboarding stage; any such requests should be regarded as fraudulent and reported. Candidates are advised to verify authenticity through official communication channels.