Job Summary

Job Title.

Senior Territory Service

Representative - Operations. Function. Operations.

Reports

To.

Inbound Shift

In-charge / Outbound Shift In-charge (as applicable). Location. GCT.

Travel

Required. 25% - 50% - 75%.

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 and 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, skilled 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. 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.

- Education. Minimum 10th Standard Pass. 10th Pass or higher qualification 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

- 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

- 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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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