Customer Service Specialist – Accounts Payable Help Desk (Americas)

About the role

The P2P Customer Service Specialist on the Accounts Payable Help Desk supports employees and suppliers across the Americas, ensuring accurate invoice processing and timely payments. Based onsite in Monterrey, this role acts as the primary point of contact for Procure‑to‑Pay inquiries and helps maintain strong supplier relationships.

Key responsibilities

• Serve as the main advocate for employees and suppliers, delivering high‑quality customer service on PO, invoice, and payment issues.
• Research, analyze, and resolve complex mismatches, payment delays, pricing discrepancies, missing documentation, and reconciliation variances.
• Prioritize and manage ServiceNow tickets to meet defined SLAs and customer expectations.
• Investigate escalated P2P disputes, applying Xylem policies and internal controls for compliant outcomes.
• Provide Tier‑2 expertise for ERP systems (SAP, Coupa, Oracle), handling workflow, access, and transaction troubleshooting.
• Identify recurring issues, present insights to leadership, and support continuous‑improvement initiatives.
• Create and maintain training materials, SOPs, and knowledge articles to promote self‑service.
• Monitor help‑desk metrics, collaborate to achieve productivity and satisfaction targets, and appropriately escalate high‑risk cases.

Required profile

• Strong experience with ERP platforms, especially Coupa, SAP, and Oracle.
• Advanced invoice reconciliation and analytical skills.
• Ability to manage high‑volume inquiries while maintaining accuracy and compliance.
• Proactive communication style and a customer‑focused mindset.

Required skills

• Coupa
• SAP
• Oracle
• ServiceNow ticketing system