Operations Executive – Customer Support & Logistics

About the role

The Operations Executive (IXR) will manage day‑to‑day operations and customer support at the PUD/DC, ensuring smooth flow of activities and high‑quality service for Blue Dart customers. The role involves handling mail communications, coordinating with internal teams, and resolving regulatory and delivery issues.

Key responsibilities

• Handle all mail communications with internal and external customers, ensuring timely reverts and coordination with hubs, warehouses and origin points.
• Provide customer service support, addressing escalations, late deliveries, claims and other complaints.
• Monitor service failures against Blue Dart performance standards and drive service recovery.
• Track shipments, update operations teams on delays, route changes or alternate instructions, and communicate proactively with customers.
• Manage exception cases such as unidentified, undelivered, regulatory hold or RTO shipments and follow up for corrective actions.
• Coordinate urgent delivery notifications and prioritize shipments with operations teams.
• Support regulatory compliance by monitoring paperwork, octroi collection and liaising with the Regulatory Team.
• Monitor transit time and Net Service Levels, providing regular inputs to senior management.
• Ensure timely closure of SHIELD and CARESS cases related to the PUD/DC.
• Assist the Operations Team to maintain efficient and smooth conduct of activities at the PUD/DC.

Required profile

• Experience in logistics or transportation operations, preferably in a hub or distribution centre environment.
• Strong customer service orientation with ability to handle complaints and escalations.
• Familiarity with regulatory compliance processes and documentation.
• Excellent coordination and communication skills to work with multiple internal teams and external customers.
• Ability to monitor performance metrics, track shipments and drive corrective actions within defined TATs.

Required skills