Customer Service Specialist, Accounts Payable Help Desk, Americas

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. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions. The P2P Customer Service Specialist, Accounts Payable Help Desk – Americas serves as the primary point of contact for employees and suppliers, delivering high‑quality support across Procure‑to‑Pay inquiries. This role is critical to ensure accurate, timely invoice processing and payment execution, while minimizing disruptions to supplier relationships and business operations. The role focuses on resolving complex PO, invoice, and payment issues, managing high‑volume inquiries, and ensuring compliance with P2P policies and controls. It requires strong ERP expertise (Coupa, SAP, Oracle), advanced reconciliation skills, and proactive communication to drive issue resolution and improve the overall service experience. This position also acts as a Tier 2 Subject Matter Expert, supporting escalations and contributing to continuous improvement initiatives within the AP Help Desk. This role follows a hybrid work schedule and is based in Charlotte, NC.

Serve as an employee and supplier advocate by delivering exceptional customer service while resolving P2P–related inquiries. Act as the primary point of contact for internal stakeholders and suppliers regarding PO’s, invoices, payment status, discrepancies, reconciliations, and P2P processes. Research, analyze, and resolve complex PO, invoice and payment issues, including mismatches, payment delays, pricing discrepancies, missing documentation, and reconciliation variances. Manage and prioritize ServiceNow tickets to ensure timely resolution in alignment with defined SLAs and customer expectations. Investigate and resolve escalated P2P disputes by applying Xylem policies, procedures, and internal controls to ensure accurate, compliant outcomes. Serve as a subject matter expert for ERP systems (e.g., SAP, Coupa, Oracle), providing support for workflow issues, access challenges, and transaction troubleshooting. Identify recurring issues, trends, and common pain points; provide insights and recommendations to leadership to drive process improvements and prevent repeat issues. Support the creation, maintenance, and continuous improvement of training materials, SOPs, and knowledge articles to promote self-service and user adoption. Monitor help desk metrics and performance indicators, working collaboratively to meet or exceed productivity and customer satisfaction targets. Appropriately escalate complex or high-risk issues while maintaining ownership and accountability through resolution. Uphold the highest standards of integrity, ethics, confidentiality, and professionalism in all internal and external interactions. Participate in continuous improvement initiatives, special projects, cross functional efforts, and additional responsibilities as business needs evolve. Skills and Competencies Strong customer‑service orientation with a focus on building trust, partnership, and positive user experiences. Ability to interpret and consistently apply policies and procedures to make sound, compliant decisions. Advanced problem‑solving skills with the ability to analyze root causes and proactively identify solutions. Proven ability to manage multiple requests and priorities in a fast‑paced, high‑volume environment. Exceptional attention to detail and follow‑through to ensure accurate, timely, and complete resolution of issues. High level of accuracy in processing, auditing, and reviewing financial transactions. Advanced written and verbal communication skills (English), with professionalism