International Customer Service Center

The International Customer Service Center (ICSC) manages all cross border activities for all Mexican/US and Canadian/US gateways.  All representatives are bilingual and can communicate in English or Spanish.

Customer Call Center Phone Fax
Toll free in U.S.  1-800-877-0531 1-800-877-0533
Toll free from Mexico 1-800-520-1771 1-800-520-1772
Team Leader, Customer Service (956) 721-3244  

Responsibilities include:

  • Manage daily call volumes into International Customer Service Center (ICSC)
  • Proactive customer calls
  • Problem resolution
  • Diversion and reconsignement requests
  • New business desk/border industry desk
Southbound Process Team Phone Fax
Team Leader, Southbound Process (956) 721-3244  

Responsibilities include:

  • Management of Despacho Previo and railcar clearing processes into Mexico
    • Collection and remittance process
    • Handle old cars not cleared into Mexico for resolution
    Border Operation Support Phone Fax
    Team Leader, Border Relations (956) 721-3252  

    Responsibilities include:

    • Handle all processes with U.S., Mexican and Canadian customs needed to move cars to/from Mexico and Canada.
    • Work Automated Manifest System (AMS) process with U.S. customs and U.S. brokers.
    • Manage daily interchange activities with Mexican Railroads and CPRS railroad at Eastport, ID. 
    Pantaco Ramp Operations Phone Fax
    Manager, Intermodal Pantaco, Mexico 011-52-555-356-1877  

    Responsibilities include:

    • Handle intermodal process to/from Mexico
    • Liaison with Mexican ramp operators for resolution of problems 
    Other ICSC Phone Numbers Phone Fax
    Director (956) 721-3221