DHL—Executive Counter : JRC

Job description

Description: Job Title Counter Executive / Senior Counter Executive Function Retail Operations Reports To Branch Operations Head / Service In-charge Location Blue Dart Retail Counter / Branch Travel Required 25% ☐ 50% ☐ 75% ☐ About DHL Blue Dart Express India: (Use the standard Blue Dart "About DHL Blue Dart Express India" section exactly as per the master template.) Position Overview: The Counter Executive / Senior Counter Executive serves as the first point of contact for walk-in customers at Blue Dart retail counters, delivering a professional, efficient and customer-centric service experience. The role is responsible for assisting customers with shipment bookings, service enquiries, documentation, payment processing and shipment tracking while ensuring a seamless and positive customer experience. Reporting to the Branch Operations Head or Service In-charge, the incumbent represents the Blue Dart brand through courteous customer interactions, operational accuracy and service excellence. The role contributes directly to customer satisfaction, Net Promoter Score (NPS), retail revenue growth and customer retention by consistently delivering high-quality service and promoting appropriate logistics solutions. Job Purpose: To provide an exceptional customer experience at Blue Dart retail counters by accurately processing customer shipments, addressing enquiries, promoting relevant services and ensuring efficient counter operations while maintaining the highest standards of professionalism, operational accuracy and customer satisfaction. Key Roles & Responsibilities: Customer Service & Retail Counter Operations - Welcome walk-in customers professionally and provide prompt, courteous and personalised service. - Understand customer requirements and recommend the most appropriate Blue Dart products and services. - Accept, process and book domestic and international shipments in accordance with established operational procedures. - Assist customers with shipment documentation, packaging guidance and service-related enquiries. - Ensure accurate data entry and transaction processing within operational systems. Shipment Booking & Transaction Management - Verify shipment details, documentation and packaging prior to acceptance. - Generate shipment documentation, labels, invoices and customer receipts accurately. - Process cash, digital and other approved payment methods in accordance with company policies. - Maintain complete accuracy in shipment booking, documentation and billing activities. - Ensure timely closure of all counter transactions and daily operational records. Customer Experience & Relationship Management - Deliver a consistently positive customer experience aligned with Blue Dart's service standards. - Resolve customer queries, concerns and complaints professionally or escalate them appropriately. - Provide shipment status updates and assist customers with tracking and delivery-related enquiries. - Promote customer confidence through clear communication and proactive service. - Build strong customer relationships that contribute to repeat business, customer loyalty and improved Net Promoter Score (NPS). Retail Sales & Brand Representation - Promote Blue Dart's products, value-added services and packaging solutions based on customer needs. - Identify opportunities to maximise retail revenue through effective customer engagement. - Maintain a professional appearance and ensure the retail counter reflects Blue Dart's brand standards at all times. - Support local customer engagement initiatives and promotional campaigns where applicable. - Represent the organisation with integrity, professionalism and a customer-first mindset during every customer interaction Cash Management & Financial Controls - Receive and process customer payments through cash, cards, digital payment modes and other approved channels. - Ensure accurate billing, receipt generation and reconciliation of all customer transactions. - Maintain complete accountability for cash collections, petty cash (where applicable) and daily financial transactions. - Perform daily cash balancing, counter closing and submission of collections in accordance with company procedures. - Report discrepancies, shortages or irregularities immediately to the reporting manager. - Maintain confidentiality and security of financial transactions and customer payment information. Counter Administration & Operational Compliance - Ensure the retail counter is maintained in a clean, organised and customer-friendly manner at all times. - Maintain adequate stock of shipment stationery, packaging material, labels and other counter consumables. - Ensure timely replenishment of operational supplies to avoid disruption in customer service. - Adhere to company policies, operational SOPs, statutory guidelines and security procedures applicable to retail operations. - Maintain accurate operational records and documentation for audit and compliance purposes. Service Quality & Brand Excellence - Deliver service in line with Blue Dart's customer experience and brand standards during every customer interaction. - Contribute towards achieving branch-level customer satisfaction and Net Promoter Score (NPS) targets. - Demonstrate professionalism, positive attitude and customer-first behaviour while handling all customer interactions. - Ensure first-time-right processing of shipments to minimise operational errors and customer complaints. - Support local initiatives aimed at enhancing customer experience, retail business growth and service quality. Operational Coordination - Coordinate with Branch Operations, Customer Service and Operations teams to ensure seamless shipment processing. - Follow up on shipment-related queries and support timely resolution of customer concerns. - Assist in managing peak-hour customer traffic while maintaining service quality standards. - Support new product launches, promotional campaigns and retail initiatives introduced by the organisation. - Escalate operational issues, customer concerns or system-related challenges to the reporting manager in a timely manner. Qualifications & Experience: Education - Higher Secondary (12th Pass) is mandatory. - Graduate in any discipline is preferred. - Certification in Customer Service, Retail Operations or Computer Applications will be an added advantage. Experience - 2–5 years of experience in customer service, retail operations, front office, banking, courier, logistics or hospitality. - Experience in handling customer interactions, billing, cash transactions and point-of-sale operations. - Exposure to shipment booking, documentation or retail service environments will be preferred. - Experience in using computer-based business applications, email and operational systems. - Ability to communicate professionally in English and the local language, with strong interpersonal and customer handling skills Skills & Capabilities: Technical Skills - Customer Service & Relationship Management - Shipment Booking & Documentation - Cash Handling & Daily Reconciliation - Billing & Point-of-Sale (POS) Operations - Retail Counter Operations - Computer Applications (MS Office, Email & Internet) - Shipment Tracking & Operational Systems - Data Entry & Documentation Accuracy - Basic Sales & Product Promotion - Operational Compliance & Record Management Behavioural Competencies - Customer First Mindset - Excellent Communication & Interpersonal Skills - Professional Etiquette & Grooming - Attention to Detail - Integrity & Accountability - Cash Handling Discipline - Problem Solving & Conflict Resolution - Teamwork & Collaboration - Adaptability & Learning Agility - Time Management & Multitasking Key Performance Indicators: Sr. No. Key Result Areas Key Performance Indicators (KPIs) 1 Customer Experience Customer satisfaction; Net Promoter Score (NPS); Positive customer feedback; Professional customer interactions 2 Counter Operations Accuracy of shipment bookings; Transaction accuracy; First-time-right processing; Counter turnaround time 3 Revenue Contribution Retail revenue achievement; Value-added service promotion; Packaging material sales; Cross-selling of Blue Dart services 4 Cash Management Daily cash reconciliation accuracy; Zero cash discrepancies; Timely deposit of collections; Financial compliance 5 Operational Quality Documentation accuracy; Shipment acceptance compliance; Error-free data entry; SOP adherence 6 Customer Query Resolution Timely response to customer enquiries; Complaint resolution; Escalation management; Service recovery 7 Compliance & Administration Audit readiness; Counter housekeeping; Stationery & material availability; Operational record maintenance 8 Team & Continuous Improvement Collaboration with branch operations; Participation in improvement initiatives; Adherence to organisational values and service standards Why Join DHL Blue Dart? When you join us, you're not just taking a job—you’re becoming part of a purpose-led movement that's reshaping the future of logistics across India and the world. At Blue Dart, we don't just deliver parcels—we deliver excellence, innovation, and opportunity every day. Here's what makes us stand out: - Great Place to Work® Certified—a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being. - Competitive pay and performance-linked rewards that truly recognize your impact. - Structured learning, coaching and career development opportunities to help you grow within the organisation. - Comprehensive employee benefits, including medical coverage, wellness initiatives and leave benefits. - An inclusive and collaborative work environment where every employee is respected and empowered to succeed. - Opportunities to build a long-term career within the DHL Group, one of the world's leading logistics organisations operating in over 220 countries and territories. - The pride of representing India's most trusted and awarded express logistics brand at the frontline of customer service. This is your opportunity to build a rewarding career while making a meaningful difference to every customer who walks through our doors. Disclaimer: At Blue Dart Express Limited, all recruitment is conducted through a fair, transparent and merit-based process aligned with our commitments to Human Rights and Diversity, Equity, Inclusion & Belonging (DEIB). Blue Dart does not request or accept any fees, deposits or payments from candidates at any stage of the recruitment or onboarding process. Any such request is fraudulent and unauthorised. Blue Dart shall not be responsible for any loss arising from such fraudulent activity. For verification, candidates may write to bdjobs@bluedart.com Skills: shipment booking, customer service, cash handling, retail counter operations, billing, point-of-sale operations, data entry, operational compliance, shipment tracking, documentation, ms office, operational systems, inventory management, sales promotion, conflict resolution, problem solving, team collaboration, audit readiness, record management, complaint resolution, process improvement