SOUTHAFRICA

AGENCY:
CROSS TRADE CUSTOMER
GUIDELINE version 1.0

1 FO CU S
CROSS TRADE
CUSTOMER SERVICE
DESK

2 S LA ' S
SERVICE LEVEL AGREEMENTS

3 FACILITATION POINTS
CROSS TRADE
FACILITATION POINTS

4 EXCEPTION MANAGEMENT
COD, TELEX & SWITCH
BILL REQUESTS

5 KEY CONTACTS
AGENCY CONTACTS

6 ECOMMERCE SUPPORT
QUICK LINKS & GUIDELINES

CMA CGM South Africa shipping Agency

57 Richefond Circle,Building A,Ridgeview, Ridgeside Office Park
Umhlanga Ridge, Durban,4319P.O. Box 292, Durban 4000, Republic of South Africa
Tel: +27 (0)860 262 246 Fax: +27 (0)31 319 1304/4
 CROSS TRADE – SOUTH AFRICA Comprehensive coverage with more than 200 shipping lines

Present in over 160 countries through 755 agencies, 750 warehouses and 110,000 employees and a diverse fleet of 509 vessels.
CMA CGM serves 420 of the world's 521 commercial ports and operates on more than 200 shipping lines.

SOUTHERN AFRICA – Network Agencies

CMA CGM South Africa dedicated Cross Trade

CROSS TRADE INTERNAL SALES CROSS TRADE CUSTOMER SERVICE SUPPORT DESK
Twiggy NAICKER Jason ZIMMERMANN
Internal Sales Cross Trade Cross Trade Customer Service Support
+27 86 0262 246 +27 31 581 6124
dba.tnaicker@cma-cgm.com dba.xtrade@cma-cgm.com

SOUTHERN AFRICA – Local Import & Export Network Agencies

CMA CGM South Africa

JOHANNESBURG DURBAN CAPE TOWN PORT ELIZABETH REEFER DESK

Cheryl POSTHUMUS Hayley GREEN Aida PERUMAL Tracy LOVEMORE Lirentha SOPNATH
JNB Branch Manager DBN External Sales – Import Sales CPT Branch Manager PLZ Branch Manager Reefer External Sales
+27 71 681 8947 Support +27 83 651 7163 +27 83 634 5924 +27 86 0262 246
joh.cposthumus@cma-cgm.com +27 71 681 8997 dba.aperumal@cma-cgm.com dba.tlovemore@cma- cpt.reefersales@cma-cgm.com
dba.hgreen@cma-cgm.com cgm.com
Jerusha PILLAY Zubeida SOLOMON
JNB External Sales Mandy WHITTINGTON CPT External Sales Jackie EMERY
+27 63 209 8307 DBN External Sales – Export Sales +27 1111 1 1111 PLZ External Sales
joh.jpillay@cma-cgm.com Support dba.ssolomon@cma-cgm.com +27 82 603 3883
+27 83 797 1844 plz.jemery@cma-
Claude NAIDOO dba.aawhittington@cma-cgm.com cgm.com
JNB External Sales
+27 73 249 9526
joh.cnaidoo@cma-cgm.com

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CROSS TRADE CUSTOMER CARE - CMA CGM SOUTH AFRICA

At CMA CGM we understand that our customers are often involved in moving cargo to and from countries in which
they themselves aren’t based. That’s why we’ve established our local cross trades team, who can help with
customer service queries outside of the country from where your business operates.

Present in over 160 countries through 755 agencies, 750 warehouses and 110,000 employees and a diverse fleet of
509 vessels. CMA CGM serves 420 of the world's 521 commercial ports and operates on more than 200 shipping
lines.

Cross trade customer service desk:

Cross trade shipments would be considered any shipment that is booked by South African entity loading from
booking agency outside of the jurisdiction of South Africa. Our cross trade team are eager to discuss your cross
trade needs and work closely with you to successfully achieve your business goals.

We are pleased to inform you about the new changes within our customer care department which is aimed to
provide you with an improved customer experience for South Africa cross trade shipments.

Email address to be used for Cross Trade customer related queries and escalation:

dba.xtrade@cma-cgm.com

Email Contact Number

Jason Zimmermann dba.xtrade@cma-cgm.com +27 31 581 6124

Escalation Point 1 : Nkosinathi Kubheka dba.nkubheka@cma-cgm.com +27 31 581 6135 /Cell:

+27 63 459 5762

STANDARD SERVICE LEVEL AGREEMENTS (SLA’S)

No Performance Indicators Timeline

1. Booking confirmation (committed space on vessel and equipment) Within 3-4 hours
Bookings requested through POL CMA CGM Agency (Refer to cross
trade best practices – booking stage)
2. Booking Confirmation (Hazardous and Out of Gauge) - Provided ALL Within 72 hours
required documentation is submitted on time for approval.

3. Bill of Lading Draft - based on Shipping Instruction submitted online Within 8 hours
and on time

4. Bill of Lading Draft amendments – based on amendments submitted Within 2-3 hours
online.

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5. Shipped on Board details – available on www.cma-cgm.com Immediate access

6. Shipment Invoice (Prepaid) – If payer information provided as per Within 12-24 hours of vessel
criteria mentioned below departure

7. Bill of lading release Criteria mentioned below

*STANDARD SLA’s will apply for all customers unless special SLA’s have been previously agreed.

CROSS TRADE BEST PRACTICES: Facilitation Points

We have identified following best practices that would facilitate your cross trade documentation process with CMA CGM
South Africa:

1. Booking stage
2. Shipping Line documentation stage
3. Invoicing stage
4. Bill of lading release

To achieve the above service levels, we would appreciate that below requirements are met by our esteemed cross trade
customers within the required deadlines:

Booking Stage:

Booking Office: Cross trade bookings requests and documentation to be established through nominated Port of load agency .

Please contact our cross trade customer service desk should you require clarity on the centralized booking office for the port of
load requested (dba.xtrade@cma-cgm.com)

Booking office is located under step one when requesting a booking through our CMA CGM ecommerce platform:

https://www.cma-cgm.com/ebusiness/booking/request

Nominated PAY party: All prepaid charges & collect payment terms should have nominated payer party included at time of
booking request. Booking will be confirmed on acceptance of Ocean Freight charges if nominated pay party is located in South
Africa.

Place of Bill Issuance: At booking request stage place of Bill Issuance always requested for ZADUR, DURBAN.

Durban would be considered centralized documentation office however suitable to print & release OBL from our recognized
CMA CGM offices located throughout South Africa:-

- Customer OBL release through the ecommerce platform for web printing.
- Johannesburg, 30 Arena Close Ground Floor, H Santos Building Bruma
- Durban , 57 Richefond Circle Building A Ridgeview Office Park.
- Port Elizabeth, Office C10, 1st Floor, Walmer Office Park, East Wing 13-17 Heugh RD
- Cape Town , PORTSIDE, Office 1402, 14th Floor 4 Bree Street

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Equipment requirements: All special requirements including equipment release requirements should be submitted under
booking comments/REMARKS section in your booking request and Shipping Instructions. This should include, A-Grade
container requirements, Depot requirements if applicable and date equipment should be prepared for release.

Hazardous bookings: All tank certificates / CSC Plate Rated Certificates / HAZARDOUS / SOC Supporting Documentation should
be submitted at time of booking.

Equipment requirements: ‘Cargo readiness date’ should be in line with date equipment should be prepared/released at the
nominated depot facilities.

Pre-stacks / Cargo Readiness Stage: Shipping Instructions and VGM submitted before vessel cutoff / stack closure.

Pre-stacks / Cargo Readiness Stage: HAZ PD’s and Lashing certificates for out-of-gauge cargo to be submitted prior formal
stack closure.

Shipping Line documentation Pre-manifest Stage:

Place of Bill Issuance: Place of Bill Issuance always requested for ZADUR, DURBAN as centralized office regardless of whether
OBL is to be released at an alternative office located in South Africa. (CMA CGM SOUTH AFRICA offices mentioned above)

Draft bill modifications: Best practice for draft bill modifications to be submitted through the ecommerce platform. Bill
modification tutorial enclosed in our guideline. https://www.cma-cgm.com/ebusiness/document/draft

Free time certificates: Free time agreements should be negotiated and filed at time of rate negotiation & free time certificates
if required should be requested from the agency SSC documentation team. Local agency tariffs may apply.

Cross Trade Invoicing:

Invoice requests: Invoices are generated after declared shipped onboard date (SOB) and on confirmation all containers
assigned to bill have been SOB. Invoicing for South Africa cross trade shipments is centralized through Shared Services Centre
(SSC).

Charge template/payment advice mentioned below is required to clarify charges to be raised and if applicable any internal
company references to be declared on the invoice raised. Escalation email sent to dba.xtrade@cma-cgm.com as primary
point of contact if invoice has not been raised within 12-24 hours on confirmation of SOB date

Payment advice structure below:

Payment advice to clarify charges to be raised to nominated PAY party (clarify points below):
B/L / Booking ref: ----------
Invoice to COMPANY NAME: ---------- - ---------- *10 digit customer reference disclosed on any invoice generated
Internal company reference to be disclosed on the invoice (if required): ----------
Charges to be raised: OCEF / FREIGHT CHARGES REQUIRED (YES / NO) *Please select if applicable
Currency requested: ( USD / ZAR ) *Please select if applicable
Charges to be raised: LOCAL LANDSIDE CHARGES (YES / NO) *Please select if applicable
Currency requested : ( USD / ZAR ) *Please select if applicable
Recipient Email address : ----------

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Original Bill of Lading Release:

To avoid delays below criteria is required for releasing OBL:

- Place of bill issuance should be manifested for ZADUR, DURBAN as our centralized CMA CGM agency for South Africa
bill of lading released. Suitable to print and release actual OBL at any of our CMA CGM offices in South Africa.
- Confirmation on SOB date, OBL should reflect actual SOB date and cannot be backdated.
- Mandatory for invoices to be raised before bills are released.
- Ocean Freight Invoice settled in full for all cash on delivery customers.
- Supporting custom release documentation in order (if applicable).

Durban would be considered centralized documentation office however suitable to print & release OBL from our recognized
CMA CGM offices located throughout South Africa:-

- Customer OBL release through the ecommerce platform for web printing.
- Johannesburg, 30 Arena Close Ground Floor, H Santos Building Bruma
- Durban , 57 Richefond Circle Building A Ridgeview Office Park.
- Port Elizabeth, Office C10, 1st Floor, Walmer Office Park, East Wing 13-17 Heugh RD
- Cape Town , PORTSIDE, Office 1402, 14th Floor 4 Bree Street

Cashiers requirements for payment remittance:

- Proof of Payment (POP) attached to each set of release documents for release of Bill of Lading. For same day releases
payments must processed in real time.
- Foreign payments must be made five days before release of Bill of Lading. Account should be up to date to avoid delays.

Rules for referencing payments:

1. The first two characters must start with Z1 (UPPERCASE)

2. Followed by either IM or EX (UPPERCASE)
3. The following seven characters must reflect the invoice number UPPERCASE ONLY.
4. No spaces or special characters to be accepted when referencing deposits

EXCEPTION MANAGEMENT: Change of Destination, Redirection, Telex Release Requests & Switch Bills

Change of Direction Requests: COD request should be addressed to customer service team as first point of contact, request
will be sent to the Line further action and breakdown of costs.

Please see below our internal COD procedure for your guidance:

➢ COD proposal sent to the Line for all costs breakdown

➢ Proposal of costs sent to your team for review and acceptance of charges proposed, once costs have been accepted
supplementary invoice for COD will be raised.

➢ If shipment released under Negotiable Bill we will require OBL surrendered at our nearest CMA CGM recognised
office before we proceed import manifesting at new POD.
➢ We will request Line to proceed with COD and manifest/restow shipment for new POD.
➢ Once COD confirmed second set of OBL/Waybill to be amended and manifested to reflecting new POD.

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 COD / Redirection Request Timeline

Export Change of Destination – provided request is submitted at least 7 days Within 72 hours
prior to vessel ETA

Import Redirection - provided request is submitted at least 6 days prior to Within 48 hours
vessel ETA

Telex / Express Release Requests: Telex / Express Release Requests should be addressed to customer service team as first
point of contact.

➢ If negotiable /Original released OBL released surrendered at any of our recognised CMA CGM Agencies.
➢ Compile Letter of Indemnity for shipment to be released under terms of telex release in templated format required
(Template to be requested through customer service representative).
➢ LOI for telex release to be compiled and signed on company letterhead of the Shipper Party.
➢ LOI for telex release to be signed by Shipper Party by company representative in a position of authority (Director ,
Executive or Head of Operations)
➢ Supplementary charge for telex release to be settled in full if cash on delivery terms (not applicable for credit
clientele) : local charges applicable.

Switch Bill Requests: Switch bill requests should be addressed to customer service team as first point of contact,
documentation will be handled by agency original bills surrendered.

➢ Switch bill cannot be performed at agency first set of original bills are printed or released. This would be applicable
if OBLs released at Port of Load or Destination agency.
➢ Take note for switch bills, only the shipper/consignee and notified party should be amended.
➢ Negotiable / Original Bills surrendered at agency switch bill is performed.
➢ LOI for switch bill compiled and signed on company letterhead of the manifested Consignee Party
➢ LOI for switch bill signed by manifested consignee party by company representative in a position of authority
(Director , Executive or Head of Operations)
➢ Supplementary charge for telex release to be settled in full if forwarding agent settled charges under cash on
delivery terms (not applicable for credit clientele): local charges applicable.

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CROSS TRADE LOCAL CONTACTS GUIDE: Local Agency Contact list

SOUTH AFRICA: South Africa Cross Trade Clientele

Function Types of Queries Email

Cross Trade Customer Service Customer Service Support

Support Queries dba.xtrade@cma-cgm.com
Cross Trade Internal Sales
Queries – South Africa
Clientele Twiggy Naicker dba.tnaicker@cma-cgm.com

TANZANIA: Dar Es Salaam

Function Types of Queries Email

Booking integration &

Tanzania Booking Team management dar.exp@cma-cgm.com
SSC Documentation Documentation, Free Time & ssc.tzexportdocs@cma-cgm.com
Vessel Certificates

MOZAMBIQUE: Beira, Maputo, Nacala

Function Types of Queries Email

Booking integration &

Mozambique Booking Team management map.bookings@cma-cgm.com

SSC Documentation Documentation, Free Time & ssc.mzexportdocs@cma-cgm.com

Vessel Certificates

NAMIBIA: Walvis Bay (NAWVB)

Function Types of Queries Email

Booking integration &

Namibia Booking Team management wvb.exp@cma-cgm.com

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 CUSTOMER SERVICE SUPPORT KEY CONTACTS: Service Delivery & Documentation

SALES: Quotations, rate requests and ecommerce support

Internal Sales Contact Number

Area / Jurisdiction Responsible Email
Representative
+27 31 581 6159
Cross Trade – South Africa Clientele Twiggy Naicker dba.tnaicker@cma-cgm.com

FINANCES : South Africa Accounts, Claims & Invoice Dispute Resolution

Function Primary Contact Secondary Contact

Natasha Haripersad: Treasury Accountant Savania Reddy: General Ledger Accountant

Invoice Payments dba.nharipersad@cma-cgm.com dba.sreddy@cma-cgm.com

Quarisha Naidoo: Senior Accounts

Receivable Evelyn Reddy: Accounts Receivable Manager
Statement of Account dba.qnaidoo@cma-cgm.com dba.revelyn@cma-cgm.com
st nd rd
ESCALATION POINTS: 1 Level, 2 Level & 3 Level Escalation Regular communication should be directed to the
abovementioned contacts prior escalating.

Level 1 Types of Queries Name & Email Duty Contact Number

Customer Service- Manager
Export Bookings - Supervisor
Customer Service Query
Resolution
Level 2
National Customer Care
Manager
Import & Export Customer
Service
Booking Queries , Vessel
Capacity, Equipment
Availability & Depot Releases
OBL & Export Releases Query
Resolution
Name
Thabani Dlamini
Nkosinathi Kubheka
dba.nkubheka@cma-cgm.com +27 31 581 6135
Port of Load Booking agents
mentioned above
Jason Zimmermann
dba.xtrade@cma-cgm.com +27 31 581 6124
Email
Thabani Dlamini
dba.tdlamini@cma-cgm.com

Level 3 Types of Queries Name & Email Contact Number

CMA CGM Management
dba.management@cma-
South Africa Agency Management cgm.com

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 Welcome to the CMA CGM E-Commerce Platform
CMA CGM eBusiness platform is a single access point for all
CMA CGM Group brands.

Fast, reliable and efficient. Welcome to our E-Commerce

Platform. Everything gathered and simplified, our eBusiness
platform offers you an integrated business management
solution, covering all aspects of the transport cycle.

For complete list of E-commerce tutorials please visit:

https://www.cma-cgm.com/help/tutorials

CMA CGM Mobile App:

Fundamental Ecommerce Quick Links (Import Shipments):

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 Ecommerce Function
Centralised Shipment Dashboard –
‘My shipment dashboard’:
Copy of Arrival Notification Form [ANF] :
Copy of Waybill / OBL
Shipment Tracking:
Favourited Company Containers:
Import Invoices Raised
FOB Booking Request:
Fundamental Ecommerce Quick Links (Export Shipments):
Ecommerce Function
Centralised Shipment Dashboard –
‘My shipment dashboard’:
Export Booking Request:
Copy of Booking Confirmation / Empty
Depot Release
Process Booking Modification
Submit Shipping Instruction:
Draft Bill to be Reviewed &/or Amended
Export Invoices Raised
Ecommerce Quick Resolutions:
Overview of Scenario:
When requesting a booking online, receiving
error ‘This quotation is not valid between
these ports’
Reviewing and amending draft Bill of Lading
online
Updating email notifications
Completing shipment parties
Locating a soft copy of OBL & Waybill
Printing OBL - “Download and print” error
Bookmark / Quick Link
https://www.cma-cgm.com/ebusiness/shipment
https://www.cma-cgm.com/ebusiness/document
https://www.cma-cgm.com/ebusiness/document
https://www.cma-cgm.com/ebusiness/tracking
https://www.cma-cgm.com/ebusiness/tracking/favorite-containers
https://www.cma-cgm.com/ebusiness/invoice
https://www.cma-cgm.com/ebusiness/booking/request
Bookmark / Quick Link
https://www.cma-cgm.com/ebusiness/shipment
https://www.cma-cgm.com/ebusiness/booking/request
https://www.cma-cgm.com/ebusiness/document
https://www.cma-cgm.com/ebusiness/shipment
https://www.cma-cgm.com/ebusiness/si/request/step1
https://www.cma-cgm.com/ebusiness/document/draft
https://www.cma-cgm.com/ebusiness/invoice
Resolution
Approach local sales team for clarification, contract reference is invalid, or
validity of rate has expired.
Review / Approve Bill of Lading under “draft to be reviewed”
Modifications to email notifications received can be updated under the
Account Management tab.
Suitable to update shipping parties at time of submission of submission of
Shipping Instruction. It is mandatory for Payer party and Consignee party
included at time of booking request.
Recover copy of Original Bill or Waybill using link below:
https://www.cma-cgm.com/ebusiness/document
Right click “save target as” and then open the pdf in adobe to print
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Draft bill of lading amendments in 4 simple steps:

Draft Bill to be Reviewed &/or Amended https://www.cma-cgm.com/ebusiness/document/draft

1. Locate the ‘ teardrop eye’ next to the respective booking you require amendment processed for.

2. Located at the far right hand corner click on the ‘Actions’ dropdown list and select ‘ Modify’.

3. Current draft bill captured will be displayed on the page, hover over section you require modificationsa and locate
the edit button found on the right corner , click ‘Edit’ to initiate editor mode.

4. Once all bill of lading modifications have been captured and saved click ‘Submit’ to formally process bill
modification for capturing by SSC.

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 Frequently Asked Questions:
Where can I find a copy of CMA CGM RSA local charges tariff
guideline?
Please visit the following link for a copy of our published local charges:
https://www.cma-cgm.com/local/south-africa/tariffs-local-charges
Where can I find a copy of your local d&d tariff guideline?
Please visit the following link for a copy of our published local charges:
http://www.cma-cgm.com/ebusiness/tariffs/demurrage-detention
Where do I find your marketed transit times?
Please visit the following link for an indication of our marketed transit
times: https://www.cma-cgm.com/ebusiness/schedules
Where can I locate the SQ/Contract Reference for booking?
Contract reference is located on the body of a written quotation
presented. If you have received a presented offer via email without a
valid contract reference please contact our local sales representatives
or internal sales agent for system filing.
A booking request cannot be requested without a valid quotation.
I have been requested to process Bill of Lading amendment
corrector through port of load CMA CGM Agency, what is the time
frame and criteria for this?
Bill amendment / manifest corrector should be conducted through
a local CMA CGM Agency for cases when bill amendments that
cannot be actioned through our shared services Centre, this would
be requested either after export vessel call closure has been
concluded or when more than 3 bill manifest correctors have been
requested (only applicable prior vessel export call closure).
Amending any details may affect customs manifesting at port of
discharge and is not always feasible for short transit time cargo. For
short transit time shipments this will be charged for any
amendment once the vessel has sailed.
What is the time frame required to conclude a Change of Direction
(COD) request?
All Change of Direction requests to be addressed with 7 days prior
vessel ETA and should be concluded 72 hours prior vessel ETA.
Redirection requests - provided request is submitted at least 6 days
prior to vessel ETA should be concluded

What supporting information do you require for my import invoice to

be raised?
Charge template for imports & custom stops is mandatory for import
invoices to be raised accurately and timeously. All requests should be
addressed to as central point of contact.

Import invoice request should include the following information:

- Bill of lading number & inbound Vessel Details
- Paying party for ocean freight and local landside charges (Select
option if both charges applicable)
- Ocean Freight and local landside charges to be raised including
currency required (USD/ZAR Invoice)
Charge requests addressed to dba.xtrade@cma-cgm.com

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