DHL—Senior Territory Service Representative (SAD)

Job description

Description: Job Title Senior 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 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 practices. Vehicle & Asset Responsibility • Maintain assigned vehicle or personal two-wheeler in safe operating condition. • Ensure statutory documents and driving licence remain valid. • Report maintenance requirements promptly. • Ensure cleanliness and upkeep of the vehicle used for operations. 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. Stakeholder Collaboration • Coordinate closely with Shift In-charges, Operations Supervisors and branch teams. • Support smooth coordination between inbound, outbound and customer service teams. • Participate in daily operational briefings and service reviews. • Contribute towards achieving branch productivity and service quality objectives. Qualifications & Experience: Education: • Minimum 10th Standard Pass. • 10th Pass or higher qualification preferred. Experience: • 3–6 years of relevant experience in courier, express logistics, last-mile delivery or field operations. • Proven experience in customer deliveries, pickups, COD handling and route management. • Experience working with handheld scanners or digital delivery applications will be preferred. 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 • Customer Relationship Management • Route Planning & Territory Familiarity • COD Collection & Reconciliation • Proof of Delivery (POD) Management • Mobile Scanner & Digital Application Usage • Shipment Handling & Documentation • Basic Computer Skills • Basic English Reading & Communication Key Competencies: • Customer Focus • Accountability • Teamwork • Coaching & Knowledge Sharing • Professionalism • Integrity • Time Management • Safety Orientation • Problem Solving • Results Orientation Key Performance Indicators: KRAs KPIs Service Performance On-Time Delivery • Pickup Adherence • First Attempt Delivery • Route Productivity Customer Experience Customer Satisfaction • Service Recovery • Complaint Reduction COD & Documentation COD Accuracy • POD Compliance • Zero Documentation Errors Safety & Operational Compliance Safe Driving • SOP Compliance • Uniform & Grooming Standards • Zero Safety Violations Operational Excellence & Team Support Delivery Productivity • Scanner Compliance • Support for New TSRs • Process Adherence 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, route planning, proof of delivery management, cash on delivery handling, shipment handling, customer relationship management, mobile scanner usage, digital application usage, shipment documentation, standard operating procedures compliance, vehicle operation, safety compliance, team mentoring, coaching, process improvement, operational excellence, customer service, complaint resolution, teamwork, knowledge sharing, problem solving, results orientation, time management