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. or Canada  1-800-877-0531 1-800-877-0533
Toll free from Mexico 1-800-520-1771 1-800-520-1772
Team Leader, Customer Service 956-721-3220  

Responsibilities include:

  • Manage daily call volumes into International Customer Service Center (ICSC)
  • Proactive customer calls
  • Problem resolution
  • Diversion and reconsignment requests
  • New business desk/border industry desk
Southbound Process Team Phone Email
Team Leader, Southbound Process 956-721-3220 icscmgmt@up.com

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 Email
    Team Leader, Border Relations 956-721-3225 amsteam@up.com  

    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. 
    Other ICSC Phone Numbers Phone
    Director 956-721-3221