Senior Territory Service Representative - GCR

Job Title

Senior Territory Service Representative – Operations

Function

Operations

Reports To

Inbound Shift In-charge / Outbound Shift In-charge (as applicable)

Location

LDO

Travel Required

25% 50% 75% þ

About DHL Blue Dart Express India

Blue Dart Express Limited, a listed company, is a leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range of logistics solutions. Founded in 1983, it is recognised for reliable, time-bound, and secure delivery services across 55,000+ locations in India as well as internationally. Its competencies span across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. We pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced logistics environment and ever-evolving supply-chains. It wholly-owns India’s only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited, a transport, storage, and communications business, since May 2004.

Blue Dart Express Limited is a part of the DHL Group's DHL eCommerce division, leveraging this global logistics leader’s network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder.

We are proud to be consistently ranked among India’s Top 100 Great Places to Work, combining it with DHL Group’s Top Employer certification. Being an Employer of Choice is not just a goal; it’s a fundamental part of who we are, committed to creating a workplace where people are valued, empowered, and wear the sobriquet “Blue Darter” with honour.

If you are looking to join a purpose-led, people-first, company that shapes India’s supply-chains with integrity and safety, Blue Dart is where you belong. Blue Dart offers competitive compensation and comprehensive benefits, access to cross-functional, succession planning and global career paths, and strong culture of recognition.

Position Overview

The Senior Territory Service Representative (Senior TSR) – Operations is responsible for managing the timely pickup and delivery of customer shipments while ensuring high standards of service quality, operational efficiency and customer experience across assigned territories.

In addition to executing daily pickup and delivery activities, the role supports operational excellence by handling key customer routes, mentoring newly inducted TSRs, resolving operational exceptions and ensuring consistent adherence to Blue Dart's operating standards. Acting as an experienced frontline representative of the Blue Dart brand, the Senior TSR plays an important role in delivering service reliability, supporting branch productivity and maintaining the highest standards of safety, professionalism and customer engagement.

Job Purpose

To deliver superior pickup and delivery service across assigned territories while ensuring operational excellence, customer satisfaction, accurate COD collections, regulatory compliance and mentoring frontline team members to achieve Blue Dart's service and productivity standards.

Key Roles & Responsibilities

Pickup & Delivery Operations

Execute timely pickup and delivery of shipments across assigned territories while meeting defined service commitments.

Ensure accurate handling, loading, transportation and delivery of customer shipments.

Optimize daily route execution to maximize delivery productivity and customer coverage.

Maintain high first-attempt delivery success and minimize service failures.

Support branch operations during peak business periods and contingency situations.

Customer Service & Brand Representation

Deliver an exceptional customer experience during every customer interaction.

Professionally represent the Blue Dart brand while interacting with customers.

Build positive relationships with regular customers and business accounts.

Resolve routine customer concerns and escalate complex issues appropriately.

Ensure excellent personal grooming, professional conduct and uniform compliance at all times.

COD & Documentation Management

Collect and reconcile Cash on Delivery (COD) payments accurately.

Ensure timely remittance of collections in accordance with company procedures.

Obtain Proof of Delivery (POD) and complete all shipment documentation accurately.

Ensure zero discrepancies in shipment documentation and cash handling.

Maintain complete compliance with operational documentation requirements.

Operational Excellence

Perform accurate shipment scanning using handheld devices and digital applications.

Ensure timely system updates for pickups, deliveries and shipment exceptions.

Strictly adhere to Standard Operating Procedures (SOPs) and operational guidelines.

Identify operational issues and recommend improvements to enhance productivity.

Support implementation of process improvements introduced by branch operations.

Coaching & Team Support

Support induction and on-the-job training of newly joined TSRs.

Guide team members on operational procedures, customer interactions and safety practices.

Share best practices to improve delivery productivity and service quality.

Assist Shift In-charges during operational contingencies.

Promote teamwork and knowledge sharing across the operations team.

Safety & Compliance

Ensure compliance with all road safety regulations and Blue Dart safety standards.

Drive safely while protecting customer shipments and company assets.

Report accidents, operational incidents and security concerns immediately.

Ensure adherence to statutory and operational compliance requirements.

Maintain zero tolerance towards unsafe operating prac