The world of logistics is always on the move, and at Samskip, they know that standing still means falling behind. That’s why our company with Europe’s largest multimodal transport network is undergoing a fundamental shift. Chief Commercial Officer Christina Sauter explains why and how Samskip is transforming itself to get even closer to its customers.
Text: Debora Plomp Our Harbor Publication,

“Logistics is complex, and that’s exactly what makes it so fascinating. I can’t understand how anyone wouldn’t find this exciting!” With her energy and vision, Christina Sauter is one of the driving forces behind Samskip’s transformation.

The Chief Commercial Officer beams with enthusiasm, her eyes sparkling as she begins to speak about her passion for customer-centricity. “Our industry needs a mindset shift—from a purely transactional approach to a service-driven one. Standing beside our customers. Understanding what they need, even before they know it.” These words define the mission that Samskip is embracing fully. The logistics industry is one of the most competitive markets in the world, where many companies offer the same ‘product.’ So, what sets one apart? “It’s all about the customer experience,” Christina says firmly. “How do we solve their problems? How do we ensure they don’t have to deal with the complexity of logistics? That’s customer care.”

For Christina, this isn’t just a marketing slogan—it’s a conviction. She explains how Samskip is working across the entire organization to shift its mentality. “We’re moving even further from reactive to proactive. Not waiting for a customer to call with an issue, but anticipating the problem and coming with a solution.” An example? “If a shipment is delayed due to customs paperwork, our internal customs team takes the initiative to guide the customer through every obstacle. We offer our expertise, suggest alternatives if needed, and ensure the customer always knows what to expect. We also work with them strategically to optimize processes. It reduces stress, increases reliability, and shows we truly care about their business.”

Back to Hamburg
Christina’s passion for logistics began in Hamburg—the port city of Germany and a logistics stronghold. But it wasn’t an obvious path. “I grew up in Hamburg, but my parents weren’t in the industry, and I had no direct connections. Still, I was drawn to this world of movement, complexity, and constant change.”

While studying industrial engineering in Berlin, she had to choose a specialization. “Logistics was on the list. So I decided to return to Hamburg and did my thesis internship at Hamburg Süd, a major private deep sea shipping company.” That was the start of an impressive career spanning more than fifteen years. “My thesis was about reefer container units—very technical, but I found the company fascinating in every way. When I was offered the chance to stay and work in logistics and commercial roles, I grabbed it with both hands.”

Christina joined Samskip in June 2024 and felt at home right away. “Hamburg Süd was taken over by a huge corporation with over 100,000 employees; I missed that human touch. Samskip, though a global player, is still a private company—it feels familiar. People here truly carry the company’s DNA in their hearts. They want it to succeed, and you can feel that.”

A Strategic Shift
What’s happening at Samskip is more than a new slogan—it’s a strategic shift in how the company operates. The key pillars? Reliability, personal contact, proactivity, and consistency. “The logistics world is constantly evolving,” Christina explains. “New regulations, changing market dynamics, supply chain disruptions. Our customers need a partner who doesn’t just move goods but helps them navigate this complex landscape.”

One of the most important changes is how customers interact with Samskip. “Previously, a customer might deal with multiple contacts across different countries. That local support and knowledge is still there, but now each customer has a dedicated contact person overseeing the entire collaboration. This builds trust and improves communication.”

Samskip is also expanding further across Europe. “We recently opened our own office in Spain and are growing in Poland, the Czech Republic, and the Baltic States. We’re also strengthening the team in Italy. This allows us to support customers locally and in their own language.”

The Value of Collaboration
Christina has risen in a field traditionally dominated by men. “I was often the only woman at the table during meetings.” But that didn’t stop her. On the contrary, she saw it as an opportunity. “I’ve always been ambitious, always focused on the next step. It was sometimes a challenge to prove myself, to be taken seriously, but I enjoyed showing that it could be done.”

Looking back on her career, Christina names two mentors who shaped her. “The first was a manager who always pushed me to the next level. He believed in my potential to grow. Even though he’s now retired, we’re still in touch. My second mentor, a fellow executive, taught me how to inspire an organization and keep looking ahead.”

How does that reflect in her leadership style? “I believe in collaboration—in creating a shared understanding before making decisions. But at the end of the day, decisions must be made. I often see people talk endlessly about something without daring to decide. That’s something I always watch for: we must move forward.”

Technology and Sustainability
To support this transformation, Samskip is investing in technology and sustainability. “A 360-degree customer view is essential,” Christina explains. “We’ve introduced a new CRM system that helps our account managers and service teams understand everything about a customer: their history, needs, and challenges. We’ve also developed a client portal that we continuously improve based on customer feedback. Insights from customer satisfaction surveys are also extremely valuable. Any form of feedback—positive or negative—is used to improve our customer care, and we keep our customers informed about what we’re doing with it.”

Samskip’s proactive approach extends not only to daily logistics challenges but also to long-term strategic goals like sustainability. Samskip is a frontrunner in this area. “Not just because we care—but because customers are increasingly demanding it, and more are willing to invest in it. What’s beautiful is that we do this in partnership, where both the customer and Samskip contribute to sustainable logistics.”

A good example is for companies committed to climate goals, Samskip has just developed a new service called Samskip FlexFuel Service designed to reduce their CO₂ emissions. “Without drastic changes to their operational network, without delays, and with maximum positive impact. This new service is nearly ready.”

Customer Care is in the Details
A customer-focused approach isn’t just about big strategies or processes—it’s in the details. Christina recalls a recent personal experience that reaffirmed her view on customer care. “When I had just moved to Rotterdam, I went to a department store to buy a dress from my favorite brand. The first time I went, I had a bad experience with a staff member who wasn’t helpful. But a few weeks later I returned—because the brand was only sold there—and this time I was helped by someone who truly made a difference. She gave excellent advice and even emailed me two days later with extra styling tips for the dress I’d bought. On a Sunday, no less! That’s customer care: someone who looks beyond the transaction.”

“That’s the exact approach we strive for at Samskip. We don’t want to be just a service provider—we want to be a partner who actively thinks with the customer and adds value. It’s in the details, in listening, in showing genuine commitment. That’s what ultimately makes the difference.”

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