DHL—Territory Service Representative - CAW

Job description

Description: Job Title Territory Service Representative – Operations Function Operations Reports To Inbound Shift In-charge / Outbound Shift In-charge (as applicable) Location Branch / Service Centre (Location Agnostic) 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 Territory Service Representative (TSR) – Operations is responsible for the timely pickup and delivery of customer shipments within an assigned territory while delivering a superior customer experience and representing the Blue Dart brand with professionalism. Operating as the face of Blue Dart on the ground, the role ensures safe handling of shipments, timely collections and deliveries, accurate shipment scanning, COD collections, proof of delivery (POD) compliance and adherence to operational procedures. The TSR works closely with the Shift In-charge and branch operations team to ensure service commitments are consistently achieved while maintaining the highest standards of safety, customer service and operational discipline. Job Purpose: To execute timely pickup and delivery of shipments, ensure accurate shipment handling, customer interactions and COD collections while adhering to Blue Dart's operational standards, safety requirements and service commitments. Key Roles & Responsibilities: Pickup & Delivery Operations • Perform timely pickup and delivery of customer shipments within the assigned route or territory. • Ensure all shipments are delivered within committed service timelines. • Verify shipment details before pickup and delivery. • Handle shipments carefully to prevent damage or loss. • Maintain delivery productivity and route efficiency. Customer Service Excellence • Serve as the face of Blue Dart during every customer interaction. • Maintain courteous, professional and customer-centric behaviour at all times. • Resolve basic customer queries during pickups and deliveries. • Escalate customer concerns or operational exceptions promptly. • Maintain high standards of grooming, behaviour and professionalism. COD & Documentation Management • Collect Cash on Delivery (COD) payments wherever applicable. • Ensure accurate cash handling and timely remittance as per company procedures. • Obtain Proof of Delivery (POD), customer acknowledgements and required shipment documentation. • Ensure documentation accuracy and compliance with operational procedures. • Report discrepancies immediately. Operational Compliance • Scan shipments accurately using handheld devices or approved digital platforms. • Ensure shipment status updates are completed in real time. • Follow all Standard Operating Procedures (SOPs) during pickup and delivery activities. • Adhere to company policies relating to shipment handling, documentation and customer interaction. • Support operational requirements during peak business periods. Safety & Security • Follow all road safety guidelines while operating company or personal vehicles. • Ensure safe handling and security of customer shipments throughout transit. • Wear the prescribed company uniform and personal protective equipment wherever applicable. • Report accidents, incidents or unsafe conditions immediately. • Protect company assets and customer property. Vehicle & Asset Responsibility • Maintain the assigned vehicle or personal two-wheeler in roadworthy condition. • Ensure all statutory vehicle documents remain valid. • Maintain cleanliness and basic upkeep of the vehicle. • Report maintenance requirements promptly. Workplace Discipline & Brand Representation • Maintain high standards of personal grooming, hygiene and professional appearance. • Wear the prescribed Blue Dart uniform and identity card while on duty. • Demonstrate discipline, punctuality and professionalism at all times. • Follow workplace rules, operational discipline and company policies. • Represent the Blue Dart brand positively through behaviour, teamwork and commitment to service excellence. Team Collaboration • Work closely with Shift In-charges and branch operations teams. • Support colleagues during operational contingencies. • Participate in operational briefings and safety meetings. • Contribute towards achieving branch productivity and service goals. Qualifications & Experience: Education: • Minimum 10th Standard Pass. • Higher educational qualifications will be an added advantage. Experience: • Fresher or up to 2 years of relevant experience in courier, logistics, distribution, retail delivery or field operations. • Experience in pickup and delivery operations will be an added advantage. Eligibility Requirements: • Minimum age 18 years. • Valid Two-Wheeler or Four-Wheeler Driving Licence. • Must own a two-wheeler where deployment requires the employee to use a personal vehicle, in accordance with Company policy. • Physically fit to perform field operations. • Willingness to work across shifts, weekends and holidays based on business requirements. Skills & Capabilities: Technical Skills: • Pickup & Delivery Operations • Shipment Handling • Cash Collection (COD) • Proof of Delivery (POD) • Mobile Device / Scanner Usage • Route Familiarity • Basic Computer & Mobile Application Skills • Basic English Reading & Understanding Key Competencies: • Customer Focus • Integrity • Reliability • Safety Consciousness • Teamwork • Discipline • Time Management • Accountability • Positive Attitude • Professional Appearance Key Performance Indicators: KRAs KPIs Delivery & Pickup Performance On-Time Delivery • Pickup Adherence • Delivery Productivity Service Quality First Attempt Delivery • Shipment Handling Accuracy • Customer Satisfaction COD & Documentation COD Collection Accuracy • POD Completion • Zero Documentation Errors Safety & Compliance Safe Driving • SOP Adherence • Uniform & Grooming Compliance Operational Productivity Shipments Delivered/Picked Up • Scanner Compliance • Route Efficiency 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, global exposure, and on-the-job coaching to help you grow faster than ever. - Best-in-class benefits—from comprehensive medical cover (including optional parental care) to financial wellness and generous time off. - A culture that celebrates diversity, innovation, and bold thinking—where your voice is heard and your contributions matter. - Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories. - The pride of working with India’s most awarded logistics brand, trusted by millions and driven by purpose. This is your chance to do meaningful work, build a career without borders, and thrive in a company that’s not just a logistics leader—but a Great Place to Work. Come grow with us. 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 unauthorized. Blue Dart shall not be responsible for any loss arising from such fraudulent activity. For verification, candidates may write to bdjobs@bluedart.com. Skills: pickup and delivery operations, shipment handling, valid two-wheeler driving licence, proof of delivery, cash collection (cod), mobile device usage, scanner usage, route familiarity, basic computer skills, standard operating procedures adherence, safety compliance, customer service, vehicle maintenance reporting, operational productivity, team collaboration, discipline and punctuality, professional appearance, field operations experience