Unwavering Support for Global Commerce
Our success is measured by the seamless continuity of your operations. Dedicated expertise is only a call away.
Contact Our Team
Multiple specialized desks ensure you reach the right expert for your needs.
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Technical Support
Expert assistance for machinery diagnostics and asset platform integration.
1-800-ICM-TECH 24/7
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Logistics Coordination
Real-time tracking and documentation support for global shipments.
1-800-ICM-SHIP 24/7
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Account Management
Dedicated advisors for your ongoing marketing and trade portfolios.
1-800-ICM-EXEC Mon-Fri 8am-6pm
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Escrow & Financing
Questions about transactions in progress, payment status, or financing terms.
1-800-ICM-FUND Mon-Fri 9am-5pm
Our Service Promise
What separates world-class service from generic support.
Dedicated Advisors
Every client is assigned a named account manager who understands your business and equipment needs.
Multilingual Support
Our team provides service in English, Spanish, Arabic, and Mandarin to support our global client base.
Proactive Communication
We don't wait for you to ask. You'll receive proactive updates on your transactions, listings, and market opportunities.
Feedback-Driven Improvement
Every interaction is followed by a brief satisfaction survey. Client feedback directly drives our service improvements.
Escalation Framework
Every issue has a clear resolution path — and we're committed to resolving it at the fastest tier possible.
Tier 1
General Support
First point of contact for all inquiries. Handles account questions, documentation requests, listing updates, and general platform navigation.
Response: ImmediateTier 2
Specialist Support
Technical experts in engineering, logistics, or financing who handle complex issues requiring domain-specific knowledge.
Response: Within 2 hoursTier 3
Executive Resolution
Senior leadership involvement for high-value transaction disputes, complex multi-party issues, or situations requiring strategic decisions.
Response: Within 24 hoursFrequently Asked Questions
What are your support hours?
Our technical and logistics desks operate 24/7 across multiple time zones to support international trade. Account management and financial services are available Monday through Friday, 8am to 6pm EST.
How do I track my asset transition?
All clients receive access to our proprietary portal where real-time milestones, inspection reports, and logistical documents are centralized. You'll receive automated email and SMS updates at every stage of the transition.
How do I update a listing or add new inventory?
Contact your dedicated account manager or submit updates through the client portal. Changes to active listings are typically reflected within 2 business hours. New listings undergo our verification process before going live.
What should I do if I suspect fraud?
Contact our security desk immediately at [email protected] or call 1-800-ICM-SAFE. Do not proceed with any transaction that feels suspicious. See our Fraud Awareness page for detailed guidance.
Can I request a different account manager?
Absolutely. We want to ensure the best fit for your business. Contact our support line and we'll introduce you to an alternative advisor with expertise aligned to your specific equipment class and geographic focus.
How do I escalate an unresolved issue?
If your issue hasn't been resolved to your satisfaction at Tier 1 or Tier 2, request an escalation to our Executive Resolution team. You can also email [email protected] directly. All escalations receive a response within 24 hours.
Need Immediate Assistance?
Our team is standing by. Whether it's a question about a pending transaction or a complex logistics issue, we're here to help.