Senior Territory Service Representative: MGS

Function:

Operations

Reports To:

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

Travel Required:

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 & Responsibilities:

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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:

• Minimum 8th Standard Pass.
• 10th Pass or higher qualification preferred.
• 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:

• 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
• 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
• Service Performance - Pickup Adherence
• Service Performance - First Attempt Delivery
• Service Performance - Route Productivity
• Customer Experience - Customer Satisfaction
• Customer Experience - Service Recovery
• Customer Experience - Complaint Reduction
• COD & Documentation - COD Accuracy
• COD & Documentation - POD Compliance
• COD & Documentation - Zero Documentation Errors
• Safety & Operational Compliance - Safe Driving
• Safety & Operational Compliance - SOP Compliance
• Safety & Operational Compliance - Uniform & Grooming Standards
• Safety & Operational Compliance - Zero Safety Violations
• Operational Excellence & Team Support - Delivery Productivity
• Operational Excellence & Team Support - Scanner Compliance
• Operational Excellence & Team Support - Support for New TSRs
• Operational Excellence & Team Support - Process Adherence