Job Title-Sr. Executive - SMART (Customer Service)
Function-Customer Services
Reports To-Manager - SMART
Location-NRO (Delhi)
Travel Required
25% ☐ 50% ☐ 75% ☐
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 o utreach 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 Executive / Senior Executive - SMART will be responsible for servicing small and mid-sized customer accounts by
ensuring timely query resolution, shipment tracking, complaint handling, and SLA adherence. The role ensures accurate
service execution, strong customer communication, and operational coordination to maintain customer satisfaction.
Job Purpose:
To provide reliable and responsive customer service support for SMART segment customers, ensuring high service
quality, reduced escalations, and consistent SLA adherence.
Key Roles & Responsibilities:
CustomerQuery Management
. Handle inbound and outbound customer communication.
. Provide accurate shipment status updates.
. Resolve queries related to pickups, deliveries, transit delays, and billing.
Complaint Handling
. Log complaints in system and track closure within TAT.
. Coordinate with Operations to resolve service issues.
. Escalate unresolved cases to Manager - SMART.
Shipment Monitoring
. Monitor critical shipments and provide proactive updates.
. Track service deviations and ensure timely closure.
Data Accuracy & System Compliance
. Ensure 100% accurate data entry in CRM systems.
. Maintain call quality standards and documentation accuracy.
. Adhere to defined service scripts and communication standards.
Customer Retention Support
. Build positive relationships with customers through consistent communication.
. Support Manager - SMART in account performance tracking.
EMS
. Ensure that EMS is properly implemented and that environmental matters are properly handled at all stages
. The incumbent should be ISO 14001 :2015 trained or has a good awareness about Environmental initiatives/ ESG
. Should be able to handle environmental customer complaints smoothly
Qualifications & Experience:
Education:
. Essential: Graduate in any discipline.
. Preferred: Degree in Logistics / Business Administration.
Experience:
. 1 - 3 years of experience in customer service, logistics operations, or B2B service support.
. Exposure to SLA-driven service environments preferred.
Skills & Capabilities:
Technical Skills:
. Understanding of logistics lifecycle and shipment processes.
. CRM/system proficiency.
. Complaint tracking and TAT adherence.
. MS Excel and basic reporting skills.
Key Competencies:
. Customer Focus
. Communication Skills
. Attention to Detail
. Problem-Solving
. Accountability
Key Performance Indicators:
KRAs | KPIs |
SLA Adherence | % queries resolved within TAT |
Complaint Resolution | % complaint closure within SLA |
Call Quality | Quality score adherence First call resolution rate |
Customer Satisfaction | Feedback scores Escalation reduction |
Data Accuracy | Error-free documentation and CRM entries |
SLA Adherence% queries resolved within TAT
Complaint Resolution % complaint closure within SLA
Call QualityQuality score adherence First call resolution rate
Customer Satisfaction Feedback scores Escalation reduction
Data AccuracyError-free documentation and CRM entries
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 [Confidential Information] .
