Customer Services and Logistics Team Leader

SikaAG

Nairobi, Nairobi County, Kenya permanent

Posted: March 6, 2026

Quick Summary

We are seeking a customer services and logistics team leader to lead, coach, and support the customer service team to achieve performance targets. The ideal candidate will have a strong customer service background, with experience in customer service and logistics. The successful candidate will be responsible for ensuring timely and accurate order processing, invoicing, and issue resolution, and will be expected to work as part of a dynamic team.

Job Description

Sika is a specialty chemicals company with a leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing, and protecting in the building sector and motor vehicle industry. Sika has subsidiaries in 103 countries around the world and manufactures in over 300 factories. Its 33,500 employees generated annual sales of CHF 11.23 billion in 2023.

• Lead, coach, and support the customer service team to achieve performance targets.

• Ensure timely and accurate order processing, invoicing, and issue resolution.

• Handle escalated customer inquiries, complaints, and service concerns professionally.

• Monitor KPIs such as response time, order accuracy, and customer satisfaction.

• Develop and implement customer service standards and procedures.

• Coordinate inbound and outbound logistics activities.

• Ensure efficient scheduling of deliveries and shipments.

• Work closely with warehouse teams and transport providers to ensure on-time delivery.

• Monitor inventory levels and collaborate on stock planning.

• Resolve delivery issues and implement corrective actions.

• Optimize transportation costs and logistics processes.

• Identify opportunities to improve operational efficiency.

• Maintain accurate records and prepare performance reports.

• Ensure compliance with company policies and safety regulations.

• Support system improvements (ERP/CRM systems).

• Bachelor’s degree in Business, Supply Chain, Logistics, or related field (preferred).

• 5–7 years’ experience in customer service and/or logistics.

• Previous team leadership or supervisory experience.

• Experience with ERP/CRM "SAP" systems.

• Strong understanding of supply chain and distribution processes.

We offer competitive salaries, aligned with local market benchmarks and the specific scope and responsibilities of each role. Compensation is determined based skills relevant to the position, education and/or training.  We are committed to fair and equitable pay practices in accordance with applicable laws and regulations.

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