Merchant Success Specialist, Budbee

Salary not provided

€3.300 to €3.700 per month

Mid and Senior level

Amsterdam

Office located in Noord, Amsterdam

eCommerce shopping solutions

Open for applications

eCommerce shopping solutions

201-500 employees

B2BLogisticsSupply ChainMobile

Open for applications

Salary not provided

€3.300 to €3.700 per month

Mid and Senior level

Amsterdam

Office located in Noord, Amsterdam

201-500 employees

B2BLogisticsSupply ChainMobile

Company mission

To make the online shopping experience easier.

Job

Company

Role

Who you are

This is a great opportunity for someone with strong client-facing experience, a proactive mindset, and a passion for operational excellence
Are a natural relationship-builder who thrives in fast-paced environments
Are a true communicator, bringing crisp & clear messages to your audience
Bring at least 3 years of experience in customer support or account management — especially in client-facing roles
You have an interest in operations and/or logistics - you know how operations performance can effect client discussions
Have a proactive mindset and passion for creating great experiences
Feel confident working with numbers, spreadsheets, and performance reports
Have strong analytical skills — you enjoy spotting trends and proposing improvements
Are fluent in both Dutch and English
You have an MBO or HBO diploma
Bonus: Have knowledge of the Benelux e-commerce market

What the job involves

We’re looking for a Merchant Success Specialist to help us deliver an exceptional experience to our e-commerce merchants in the Netherlands
As a Merchant Success Specialist, you'll play a pivotal role in ensuring our e-commerce merchants are highly satisfied and maximize their partnership with Instabee
You are a key part of our entire e-commerce merchant process, from initial onboarding to long-term success
You'll work hands-on with daily operations, dive into data, and provide essential support to our Account Managers, Key Account Managers, and Sales Leads
By fostering close cross-functional collaboration, you'll directly enhance merchant experience and overall performance
You'll blend a service-oriented mindset with excellent customer interaction principles and a curious, analytical approach, driving merchant success while continuously refining our processes
Your role is central to operational and cross-departmental collaboration, boosting the success of both Instabee and our valued merchants
You’ll also play a key role in supporting one of our main enterprise clients, as part of a dedicated internal team
This is a high-impact, cross-functional position where you’ll collaborate closely with internal teams, proactively resolve issues, and ensure smooth operational performance
Be the main point of contact for a portfolio of merchants (without a dedicated KAM), answering daily questions and resolving issues across delivery, invoicing, product updates, and more
Onboard new merchants by guiding them through system setup, integrations, and Instabee tools — ensuring a smooth and efficient start
Manage and regularly update merchant account settings, including company information, price lists, and new feature implementation
Manage merchant communications, including proactive updates on performance, operational changes, product rollouts, and peak season planning
Investigate and resolve operational issues (e.g. delivery delays, label errors, address mismatches) by working closely with internal teams in Operations, Customer Service, Tech, and Terminals
Create and share performance reports, helping merchants understand key metrics such as delivery success rate, pickup delays, and parcel volumes
Support merchants with invoicing and billing tasks, including missed invoices, surcharges, credit notes, and data clarification
Coordinate with our Key Account Managers (KAMs) by providing insights, reports, or preparation for merchant meetings and case studies
Monitor trends and merchant feedback to identify opportunities for improvement and process optimization
Act as a connector between departments, ensuring that merchant needs are clearly communicated internally and solutions are delivered efficiently
Support daily and weekly operations for one of our largest Benelux clients
Attend internal and external performance check-ins
Track KPIs and help drive improvements in operational performance
Collaborate with the account team to ensure service quality and smooth communication
Dedicate part of your time (~50%) to this high-impact account

Our take

Last-mile delivery company Budbee specialises in eCommerce parcel delivery, delivering directly to customers’ homes or through its expansive network of smart parcel lockers. Providing same or next-day delivery options is an increasingly desirable option for consumers, and Budbee’s sustainable and innovative delivery systems have seen more than 35 million people across 5 countries benefit from these options.

The last-mile delivery space is more competitive than ever, with even major players like Instacart and JustEat navigating economic headwinds. While Budbee operates in a different segment, its strategic 2022 merger with Intabox, forming the new parent company Instabee, was a timely move to future-proof its operations, Instabee now houses three consumer-facing brands, Budbee, Instabox, and Porterbuddy, and partners with leading retailers like H&M, Zalando, and Inditex.

Though part of a larger group, Budbee continues to operate under its own brand, retaining its identity while benefiting from shared infrastructure and market strength. With a post-merger valuation of $1.7B, Budbee and its Instabee partners are ready to lead the charge in reshaping last-mile logistics across Europe.