Table of contents section page # Definition of Terms 4

SECTION X

1. 
   Service level which includes the (DDL) Delivery Deadline or due date. The date and time that a shipment must be delivered by should be clearly marked on an alert before it is faxed. If it is a hot shipment, ensure that you outline this in the special instruction area of the HAWB or MAWB.
   
2. 
   Special instructions must also be clearly marked on the alert. If there is any kind of special handling at the other end it should be on the alert such as DDP, DDU, or appointment req.
   
3. 
   Consignee: it is most important to have all the consignee information on the alert including phone numbers help speed up contacting or delivering at destination.
   
4. 
   MAWB ETA.
   

SECTION XI

1. 
   Priority Tracking
   

All shipments that are due on the day you are checking on should be checked first. Again, if you have shipments on hand at the same destination you should check on those at the same time to avoid multiple phone calls to the same agent.

2. 
   How to know who to call
   

3. 
   Question to ask of Agent
   

1. 
   Is my freight OFD?
   
2. 
   What is the approximate ETA?
   
3. 
   Do you have a POD?
   
4. 
   What are my charges?
   

D Questions to ask of Airlines/Trucker

1. 
   Is my freight on hand?
   
2. 
   Is my freight on board flight?
   
3. 
   What is the ETA to destination?
   
4. 
   What Flight is it set up for?
   
5. 
   What is the ETD?
   

If you have to ask #2-5 above, that may mean there is a problem with your shipment. It is not going to arrive in time and you should notify your supervisor and who ever is listed in the SOP in Satcom Enterprise.

5. 
   POD Information – Mostly on DDP or DDU cargo:
   

If there are any major delays, notify your supervisor and who ever is shown in the SOP in Satcom Enterprise.

Turnover Log (LAX Only)

1. 
   How to Use it
   

2. 
   Why it is Important
   

Preprints

Duplicate HAWBs

Terms and Conditions

Terms and Conditions of Contract

For

__________________________

__________________________

1. 
   Carriage and other services performed hereunder are subject to these conditions and to the rates, rules and classifications set forth in STEVENS’ tariffs, which are available for inspection and incorporated into this Contract by reference. For international air shipments, this Waybill shall be subject to the provisions of the Convention for the Unification of Certain Rules Relating to International Carriage by Air, Oct. 12, 1929, as amended by Protocol No. 4 of Montreal.
   
2. 
   As used in this Contract “STEVENS” means Stevens Global Logistics, Inc., and its authorized agents.
   
3. 
   All shipments may, at STEVENS’ option, be opened and inspected.
   
4. 
   STEVENS shall not be liable for any loss, damage, delay, misdelivery, non-delivery or other result not caused by its own negligence. STEVENS shall not be liable for (a) acts of God, public enemies, public authorities acting with actual or apparent authority, authority of law, quarantine, riots, strikes, civil commotions, terrorism, or hazards or dangers incident to a state of war, (b) the actions or non-actions of the shipper or consignee, including any breach of the warranty or violations of third party contracts; or (c) compliance or non-compliance with delivery or special instructions.
   
5. 
   STEVENS shall not be liable for special or consequential damages.
   
6. 
   STEVENS’ domestic and Canadian deferred liability, in the absence of a higher declared value for carriage, is limited to a minimum of $50.00 per shipment or $.50 per pound, per piece, of cargo lost, damaged, misdelivered or otherwise adversely affected. This limitation is subject to provisions as published in STEVENS’ governing tariffs in effect at the time of this shipment. STEVENS’ international Air liability, in the absence of a higher declared value for carriage, is limited to a minimum of $50.00 per shipment or $9.07 per pound, per piece, of cargo lost, damaged, misdelivered or otherwise adversely affected, whichever is greater, and in no event to exceed the actual invoice value of the goods lost or damaged unless cargo moved is via land transit, in which case liability is limited to $.50 per pound. Values declared for carriage by the shipper at the time of receipt of the shipment by STEVENS shall be subject to a valuation charge of $.60 per $100 declared. Value Insured for carriage by the shipper at the time of receipt of the shipment by STEVENS shall be subject to a valuation charge of $.70 per $100 insured; the Insured amount must be equal to the actual invoice value of the shipment. In the event the Insured amount is less than total invoice value, STEVENS will only be liable for the same fraction that the insured amount bears to the total invoice value.
   
7. 
   Unless each piece of the shipment has a declared value stated and is specifically identified on the STEVENS Waybill at time of shipment and is so identified on the STEVENS Waybill as being lost, damaged, destroyed, or otherwise adversely affected at time of delivery, STEVENS shall be liable, subject to tariff provisions in effect at the time of the shipment, for the average declared value per pound of the shipment multiplied by the packaged weight of the piece(s) adversely affected. The average declared value per pound of this shipment shall be determined by dividing the total declared value of the shipment by the total weight of the shipment.
   

8. 
   The shipper, the consignee and the third party, if applicable, shall be liable, jointly and severally: (a) for all unpaid charges payable on account of a shipment pursuant to this Contract, and (b) to pay or indemnify STEVENS for all claims, fines, penalties, damages, legal expenses, costs or other sums which may be incurred by STEVENS by reason of any violation of this Contract or any other default of the shipper or consignee or their agents.
   
9. 
   STEVENS shall have a general lien on the shipment for all sums due and payable to STEVENS.
   
10. 
    In the event of the failure or inability of the consignee to take delivery of the shipment, STEVENS will notify shipper in writing at the address shown on the Waybill and request disposition instructions. If the shipper fails to provide disposition instructions within 30 days after the date of STEVENS’ notice, STEVENS will return shipment to the shipper at the shipper’s expense. If the shipper fails to accept delivery of a shipment thus returned, STEVENS may, upon 30 days written notice to the shipper, dispose of the shipment at public or private sale and pay itself out of the proceeds to STEVENS the transportation charges owing on the shipment. Any sums collected by STEVENS in excess of such transportation charges will be paid to the shipper. No sale or disposal pursuant to this rule will discharge any liability or lien to any greater extent than the proceeds thereof. The shipper and the consignee shall remain liable, jointly and severally, for any deficiency.
    
11. 
    STEVENS will exercise due diligence in routing shipment. In the absence of specific contrary instructions by the shipper on the Waybill, STEVENS can substitute alternate carriers or means of transportation (which would include surface as well as water) and select the routing or deviate from that shown on the reverse side of the Waybill. Regardless of the method of transportation employed STEVENS’ quoted freight charges from origin to destination will apply.
    
12. 
    Claims for loss or damage discovered by the consignee after delivery and after a clear receipt has been given to STEVENS must be reported in writing to STEVENS within 24 hours after delivery of the shipment with privilege to STEVENS to inspect the shipment, its container(s) and packing material within 12 days after receipt of such notice.
    
13. 
    Claims for loss, damage or delay on a shipment for which there is no signed receipt must be made in writing within a period of 110 days after the date of acceptance of the shipment by STEVENS.
    
14. 
    No claims with respect to a shipment, any part of which is received by the consignee, will be entertained until all transportation charges have been paid.
    
15. 
    Claims for overcharges or duplicate billing must be made in writing within one year from the date of acceptance of shipment by STEVENS.
    
16. 
    STEVENS shall not be liable in any action unless such action is brought within one year after the date written notice is given to the claimant that STEVENS has disallowed the claim in full or in part.
    
17. 
    For some international air shipments, STEVENS reserves the option to act as an agent of the airline, instead of as a Forwarder. In such event the direct airline’s tariffs shall apply to this shipment.
    
18. 
    To the extent that Federal law does not govern it, this Contract and the tariffs incorporated by reference shall be construed and the performance of the transportation hereunder shall be determined in accordance with the laws of the State in which the shipment is accepted by STEVENS. If any provision of the Contract, including the tariffs incorporated by reference, is determined to be invalid or unenforceable the remainder of this Contract shall not be affected thereby.
    
19. 
    STEVENS acts as self-insurer for liability amounts below one thousand five hundred dollars, and maintains insurance liability in excess thereof.
    
20. 
    Shipper’s COD amount collected by STEVENS on shipper’s behalf will be advance only after a minimum of ten banking days after receipt by STEVENS. STEVENS will not be liable for any fraudulent certified or cashiers checks.
    
21. 
    Shipper warrants that each package in this shipment is: (a) properly described on the Waybill; (b) properly marked and addressed; (c) adequately packaged to protect the enclosed goods for safe transportation; and (d) in good order and condition except as specifically noted otherwise. For articles shipped in open or reused containers, STEVENS shall not be liable for damage or loss in the absence of abusive handling; loss is evident; and loss is noted on the receipt at time of delivery. The parties specifically agree that an executed receipt without notification of abusive handling and/or damage shall be deemed conclusive proof that the shipment was properly handled with due care.
    
22. 
    At time of delivery consignee must note on the Waybill any exceptions to the shipping containers that would indicate a discrepancy (shortage in the shipment or damage to the containers). The consignee may not inspect the contents of the shipping containers until the consignee signs for the shipment on the delivery receipt.
    

23. 
    The following articles will not be accepted for carriage: Alcohol, Animals, Any shipment prohibit by law, Bonds, Coins of any kind, Currency, Diamonds, Fish, Gems of any kind, Gold, Granite, Household goods, Negotiable securities, One of a kind – stamp or coin collection, Personal effects, Securities (Negotiable), Silver, Spirits, Time sensitive Bids, Contracts or Proposals, Unaccompanied baggage, or Used motorcycles, motor vehicles, or motor boats.
    
24. 
    Unless otherwise expressly provided in STEVENS’ tariffs, and subject to any conditions or restrictions container herein, the following articles are restricted if the declared value of the shipment exceeds $.50 per pound for domestic or Canadian deferred, or $9.07 for International airfreight: Antiques of any kind, Artwork (Originals), Asbestos, Bricks, Cameras, Carborundum wheels, Cast Iron Articles, Cell phones, Cement Products, China, Cigarettes, Clocks, Crucibles, Crystal Ware, Display booths (where glass or lighting fixtures included), earthenware, Electric Bulbs (or items containing electric bulbs, e.g., Neon signs), Firebricks, Flour, Flowers/Plants, Fragile articles, Fur clothing, Glass Bottled goods, Grains, Iron, Jewelry (Other than costume), Knitting Machines, Laboratory Ware, Lasers or Laser equipment, Lighting Fixtures, Marble or Marble tiles, Meal, Neon signs, Non-Negotiable documents of any kind, One of a kind ( Artifacts, artwork/photographs-commercial/advertising, evidence for trail, film, models, negative/master tapes ,transparencies/slides, or trophies music), Paintings of any kind, Perishable goods, Plants, Plaster casts, Porcelain ware, Pottery, Radio tubes or isotopes, Statues-One of a kind, Steel items, Stoneware, Televisions-(containing Flat Panel, Plasma or LCD screens), Textile machines, Tobacco, Tubes-(Cathode ray, transmitting, TV or X-Ray), Vacuum flasks, or Vitreous enameled objects.
    
25. 
    Used and/or Refurbished equipment – can be moved with a Declared Value only against all risks of physical loss or damage from any external cause but excepting those risks as are excluded by the F.C.&S., Nuclear Exclusion and S.R.&S.S. clauses of this cover note, and further excluding the risks of rust, oxidation, discoloration, marring, scratching, chipping or denting, electrical and/or mechanical breakdown or derangement and ware and tear. Goods to be valued at Actual Cash Value, plus 10% should the current commercial invoice not be available. Each claim or loss or damage shall be subject to a $500 deductible.
    
26. 
    Items containing glass – Can be shipped with a Declared Value only against all risks of physical loss or damage from any external cause but excluding any broken glass or damage caused by broken glass.
    
27. 
    Unless inserted otherwise on the face of the Waybill, the C.O.D. amount of a shipment shall be deemed to be the declared value for carriage amount and shall be subject to a valuation charge of $.60 per $100 declared.
    
28. 
    C.O.D. amounts must be paid to the carrier by cashier’s check, certified check, money order, or if authorized by shipper in writing or by endorsement on the face of the Waybill, STEVENS will accept the consignee’s check made payable to the shipper. The sole responsibility of STEVENS shall be to secure the appropriate financial instrument as requested by the shipper and to exercise due care and diligence in forwarding it to the shipper. STEVENS is not a guarantor of the validity of the financial instrument.
    
29. 
    Shipper and consignee shall hold STEVENS and its agents harmless for loss, damage, or delay which is a result of auxiliary services including but not limited to local cartage, crating, uncrating, packing and unpacking, which are requested by the shipper or consignee and arranged by STEVENS as a customer service unless such services are actually preformed by STEVENS or its agents. Such limitation of liability shall extend to the selection by STEVENS of the providers of the auxiliary services. Auxiliary services are those that are performed prior or subsequent to transportation and which may be billed directly by the provider of the service or by STEVENS. Providers of the auxiliary services are contractors for the shipper or consignee and are not agents for STEVENS. Local carriage is the movement of unpackaged/uncrated freight. NOTE: Under no circumstances will the liability of STEVENS for loss, damage, or delay, which is the result of any auxiliary services, performed by STEVENS or its agents, be greater than the liability contained in this Contract.
    
30. 
    In the event either party files action to enforce the terms of this contract, the prevailing party shall be entitled to an award of reasonable attorneys’ fees and costs.
    
31. 
    Shipper agrees that if no level of service is marked on the Waybill, the shipment will be automatically shipped and invoiced as a Two Day shipment.
    
32. 
    Payment terms are due on receipt. Contract or special rates may be considered void and the shipment re-rated at full tariff if not paid in 30 days.
    
33. 
    Insurance coverage is based on the STEVENS’ open insurance policy in effect on the date of shipment. Failure to properly complete the INSURANCE OPTION on the face of this shipping document shall void the coverage this option affords. Failure to insert at least the full invoice value of the shipment shall reduce any insurance payment proportionately by the applicable percentage that the shipment was so under-insured. There are exceptions and/or special insuring conditions to the insurance option. Contact STEVENS for details, as the cargo insurance policy is subject to limits, terms and conditions and shall be construed to be a contract directly between the shipper and the insurer.
    

34. 
    Cargo items tendered for air transportation are subject to aviation security controls by air carriers and when appropriate, other government regulations. Copies of all relevant shipping documents showing the cargo’s consignee, description, and other relevant data will be retained on file until the cargo completes its air transportation.
    
35. 
    In the event a shipment is accepted (or tendered) by (or to) STEVENS on a straight, through or other bill of lading, STEVENS’ terms and conditions shall supercede any and all other terms and conditions.
    
36. 
    This contract incorporates all of the written representations and warranties of both parties and supercedes all negotiations and oral representations.
    

Phones
Being a service company, the majority of our employees spend time on the phone. In some cases, the person who is answering the phone is the first Stevens Global representative that the client, or potential client, will speak to outside of the account executive. The impression a client gets from this contact is crucial to how they judge our company.

1. 
   Answering Phones
   

2. 
   How to pull a line (LAX only)
   

3. 
   How to Transfer a call
   

4. 
   Tone of Voice
   

Paper Flow

1. 
   Where paperwork goes after entered
   

1. 
   First step of all shipments is the pickup. Once pick up is entered there are two copies made. The reason for this is dispatch gets one copy and the night operation gets the other copy. Dispatch keeps their copy to dispatch the driver and follow up to make sure it is picked up and then keeps on file. A night operation uses their copy to route out the shipment and set up masterbills to move the shipment out once it comes in to our dock. When the shipment comes in it is then matched to the pick up and if there is no Stevens bill then Nights uses the pick up to generate a bill.
   
2. 
   Once a shipment has been matched to a pick up it is then attached to a console. Once the console is complete the shipment is closed out which means we keep a copy that has the master bill number and charges on it and two copies go with the freight which are called DR’s (delivery receipt). The copy we keep is entered in the system attached to a master bill and then alert is created.
   
3. 
   After an alert has been created, the Stevens bill is then sorted into three piles for accounting. (1) Appointment delivery, (2) special accounts, and (3) remaining (all other) shipments. These 3 piles then go to the rating department for billing.
   
4. 
   After alert has been created the alert is then faxed to the down line agent or office and attached to the fax confirmation. If the shipment is next day it is entered and placed in the turn log for immediate follow up. If it is air it is put in the air basket. If it is ground it is put in the ground basket.
   
5. 
   Once customer service receives the alert they are again sorted by zone to be tracked. Once the shipment is POD’d the alert is no longer needed.
   

2. 
   How filing is done
   

1. 
   Once accounting gets the Stevens bill they rate them then they are filed by the last two digits on the house airway bill. The MAWB copy is also attached to its respective HAWB/consol file.
   

Letter and Number codes for Masters

WHAT IS AN NVOCC?

Non Vessel Operating Common Carrier that does not operate the vessels by which the ocean transportation is provided and is a shipper in its relationship with an ocean common carrier.

1. 
   An NVO may only operate if the FMC (Federal Maritime Commission) has licensed them and they must have provided the government with a surety bond.
   

2. 
   A NVO must file its rates with FMC
   

3. 
   A NVOCC may not invoice anything but ocean charges on the Bill of Lading. A consignment going to Brazil is the only exception.
   

4. 
   A Company may be both a freight forwarder and a NVO. However, they may not act in both capacities with the same shipper.
   

The same rule applies when it comes to ocean freight. The following information is needed in order to help expedite your rate/quote:

1. 
   Exact commodity
   
2. 
   Origin & Destination
   
3. 
   Per consignment Weight and Dimensions
   
4. 
   Volume per Consignment (number of cartons, skids etc.)
   
5. 
   Volume per calendar period (week, month, quarter, year)
   
6. 
   Current logistics provider
   
7. 
   Current rates
   
8. 
   Current steamship line used
   

OCEAN FREIGHT SHIPPING OPTIONS

DOOR TO PORT Shippers door to destination port

DOOR-TO-DOOR Shippers door to consignee’s door (DDU or DDP)

RAMP TO DOOR From origin city rail ramp to consignee’s door

PORT TO DOOR From origin port to consignee’s door
OCEAN FREIGHT TERMINOLOGY

FMC Federal Maritime commission

LCL Less than container load

FCL Full container load

DRAY Trucking a container

CFS Container freight station

CES Custom’s examination station

CY Container yard

MLB Mini land bridge Port

TEU Twenty foot equivalent

FEU Forty- foot equivalent

CAF Currency adjustment factor

BAF Bunker fuel adjustment

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