Customer Service Specialist, Accounts Payable Help Desk, Americas

Responsibilities

• Serve as the primary point of contact for employees and suppliers regarding POs, invoices, payment status, and P2P processes.
• Research and resolve complex invoice and payment issues, including mismatches, pricing discrepancies, and reconciliation variances.
• Manage and prioritize ServiceNow tickets to ensure timely resolution in alignment with defined SLAs.
• Act as a Tier 2 Subject Matter Expert for ERP systems (SAP, Coupa, Oracle), troubleshooting workflow and transaction issues.
• Identify recurring trends and provide recommendations to leadership to drive process improvements.
• Support the creation and maintenance of training materials, SOPs, and knowledge articles.
• Monitor help desk metrics to meet productivity and customer satisfaction targets.

Requirements

• Bachelor's degree in Accounting, Finance, Business, or a related field.
• 3+ years of experience supporting suppliers or internal stakeholders with PO, invoice, and payment inquiries.
• Proven experience working in a high-volume Finance Shared Services or help desk environment.
• Hands-on experience with ticketing tools such as ServiceNow.
• Proficiency in ERP systems (e.g., SAP, Oracle, PeopleSoft, Coupa).
• Advanced Microsoft Excel skills.
• Fluent English verbal and written communication skills.

About the Company

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges through innovative and sustainable solutions.