Accounts Payable Associate

We are looking for a P2P Customer Service Specialist to join the Accounts Payable Help Desk team for the Americas region. This position will be the primary point of contact for employees and vendors, providing high-quality support for inquiries related to the Procure-to-Pay (P2P) process.

The role is key to ensuring timely and accurate processing of invoices and payments, resolving complex issues, maintaining positive vendor relationships, and ensuring compliance with internal policies and controls.

Furthermore, you will act as a Tier 2 Subject Matter Expert (SME), supporting escalations and contributing to continuous improvement initiatives within the area.

Key Responsibilities

• Provide exceptional service to employees and vendors, resolving inquiries related to the Procure-to-Pay (P2P) process.
• Serve as the primary point of contact for issues related to purchase orders (PO), invoices, payments, reconciliations, and P2P processes.
• Investigate, analyze, and resolve complex issues related to invoice discrepancies, late payments, pricing differences, missing documentation, and reconciliation variances.
• Manage and prioritize tickets in ServiceNow, ensuring compliance with established SLAs.
• Investigate and resolve escalated disputes by applying internal policies, procedures, and controls.
• Provide functional support in ERP systems such as SAP, Coupa, Oracle, or similar.
• Identify trends and recurring causes of problems, proposing process improvements to prevent future incidents.
• Participate in the creation and updating of procedures, training materials, and knowledge articles.
• Track operational and service metrics to meet productivity and customer satisfaction objectives.
• Timely escalate complex or high-risk situations, maintaining ownership until resolution.
• Participate in special projects and continuous improvement initiatives.

Requirements

Academic Background

• Completed Bachelor's degree in Accounting, Finance, Business Administration, or a related field.

Experience

• Minimum 3 years of experience in supporting vendors or internal customers related to purchase orders, invoicing, and payments.
• Experience in Shared Services, Global Finance, or high-volume Help Desk environments.
• Solid knowledge of the Procure-to-Pay (P2P) cycle.
• Experience managing and resolving complex issues independently.
• Experience using ticket management tools such as ServiceNow.

Technical Knowledge

• Proficiency in ERP systems such as SAP, Oracle, PeopleSoft, or Coupa.
• Intermediate to advanced Excel skills.
• Experience in reconciliations and financial transaction analysis.
• Knowledge of automation or artificial intelligence tools (desirable).

Competencies

• Excellent customer orientation.
• Advanced verbal and written communication skills in English.
• Analytical and problem-solving skills.
• Attention to detail and accuracy in financial processes.
• Ability to work under pressure and manage multiple priorities.
• Ability to work independently and collaboratively.
• Focus on continuous improvement and process optimization.
• High level of integrity, ethics, and professionalism.

English

• Advanced conversational and written level (essential).