Strength in Partnership – How Suttons’ Agents Integrate Seamlessly with Our Global Teams

Jonathan Mackie, Commercial Director at Suttons International, shares his insights into the critical role that agents play in the company’s global operations. With years of experience leading commercial strategy across diverse markets, Jonathan highlights how Suttons’ agent network acts as an extension of the business — upholding the same standards of safety, technical assurance, and customer service. He explores how a shared commitment to teamwork enables Suttons and its agents to deliver seamless, high-quality service to customers around the world.

Central to our success is our binding commitment to teamwork. We curate a culture within Suttons that enthuses working together, something that we have been able to extend throughout the value chain of our suppliers and partners. To service our global customer base, in territories where we do not have our own direct representation we ally with commercial Agents. Our agents provide an extension of the Suttons team, they align with our values, ethics and provide the high level of responsiveness, reliability and technical assurance that our own direct teams do.

Our agents help us provide a comprehensive global coverage of all key trade lanes. By working together with Agents, we are able to provide our ISO tank logistics service in low demand, peripheral and remote locations. Our agents provide local cultural knowledge, established relationships, and in-depth regulatory insight. Whether it’s understanding complex customs requirements, navigating market sensitivities, or simply communicating in the local language, our agents provide invaluable support that enhances both customer experience and operational success.

Our agents are carefully selected based on experience, market relevance, and alignment with our values, mission, and strategic goals. Once onboarded, they work within our governance protocols, customer service expectations, technical standards, and values. Suttons’ provide the tools, training, and materials needed to represent Suttons accurately and professionally, ensuring they are fully equipped to achieve the expectations of our customers.

To keep our global teams and agents aligned, communication is constant and structured. We conduct regular performance reviews with agents, often involving both Commercial and local Regional Directors, to discuss market opportunities, performance metrics, and operational updates. These regular reviews are complemented by regional Agents Events, where all agents come together once a year to share best practices, engage with Suttons leadership, and strengthen cross-regional collaboration. Agents are encouraged to work collaboratively to facilitate intra-regional trade and identify synergies between their markets.

This collaborative model has delivered tangible results. In a recent example, our close partnership with one of our agents enabled the successful delivery of specialist and volatile product for a high-priority customer. The agent’s local insight and swift action, combined with our operational oversight and global resources, allowed us to navigate complex delivery requirements and exceed customer expectations.

Crucially, our agents help us bridge cultural and regulatory divides while maintaining Suttons’ unwavering standards. Embedded within their respective markets, they understand the nuances of customer expectations and legal frameworks. This local intelligence feeds directly into our commercial strategies, allowing us to remain agile and informed. Every agent interaction is captured through formal visit reports and logged into our internal CRM system, ensuring full transparency and coordination across the business.

Our agents maintain the high standards of safety, compliance, and service quality Suttons provides.  We define expectations through clear governance frameworks, set KPIs, and monitor agent performance. From sales targets to technical assurance processes, we ensure our customers receive a seamless and secure service, wherever they are.

Looking to the future, Suttons is taking steps to strengthen these relationships further. We are increasing the frequency of our meetings with agents and expanding the scope of our annual events to include wider business functions such as SHEQ, Operations, and Technical Services. This wider integration will not only build stronger partnerships but also enhance the collective capability of our global network.

At Suttons International, we see our agents not just as partners, but as an extension to the team. By working together, sharing knowledge, and holding each other to the highest standards, we’re able to uphold or commitment of “Delivering Life’s Essentials Safely and Sustainably” to customers across the globe.