International Customer Care & Support
International Customer Care & Support 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 |
Toll free in U.S. or Canada | 800-877-0531 |
Toll free from Mexico | 001-800-520-1771 |
Responsibilities include:
- Manage daily call volumes
- Proactive customer calls
- Problem resolution
- Diversion and reconsignment requests
Southbound Process Team | |
Team Leader, Southbound Process | icscmgr@up.com |
Responsibilities include:
- Management of Despacho Previo and rail car clearing processes into Mexico
- Collection and remittance process
- Handle old cars not cleared into Mexico for resolution
Border Operation Support | Phone | |
Team Leader, Border Relations | amsteam@up.com | |
Customer Call Center - From the U.S. | 800-365-4231 | icscmgr@up.com |
Customer Call Center - From Mexico | 001-800-848-5320 | icscmgr@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.