TSR, HNW

Position Overview

The Territory Service Representative (TSR) – Operations is responsible for the timely pickup and delivery of customer shipments within an assigned territory, ensuring a superior customer experience and representing the Blue Dart brand professionally. This role is the ground-level face of Blue Dart, ensuring safe handling of shipments, timely collections and deliveries, accurate shipment scanning, Cash on Delivery (COD) collections, Proof of Delivery (POD) compliance, and adherence to operational procedures.

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 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.
• 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 where 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 (PPE) where 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 (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