Client Services Support Coordinator

University of Waterloo; Southwestern Ontario; On-site; CAD 42,000 - 65,000; Full time

Job summary

The University of Waterloo is seeking a Client Services Support Coordinator in Facilities - Tool Crib and Key Control to provide administrative support and maintain secure key control operations on campus.

You will handle client interactions, issue and track keys, maintain the Key Control Information System, and coordinate material flow with maintenance staff, contractors, and vendors, ensuring accuracy and efficient service.

Qualifications

• Relevant post-secondary education or equivalent combination of education and experience.
• Several years of experience in warehouse/inventory or related roles.
• Experience with key control, distribution, and MS Access is an asset.

Responsibilities

• Provide friendly, efficient service while maintaining security standards.
• Manage key control: issuance, safekeeping, and retrieval.
• Update the Key Information database and generate reports.
• Process lock requests and verify authorization.
• Dispatch and track material and inventory with the Access database.
• Coordinate purchasing, receiving, and vendor communications.
• Assist with general clerical tasks and mail distribution.

Skills

Interpersonal skills

Communication skills

Customer service skills

Education

Post-secondary education or equivalent

Tools

MS Word

MS Excel

MS Access

PowerPoint

Outlook

Adobe Acrobat

Job description

At the University of Waterloo, we create and promote a culture where everyone can reach their full potential. As an employee, you get support & opportunities that empower you to advance your career. Explore how we can bring big ideas to life, together. The University is a welcoming workplace for those of all abilities, interests, and expertise. As part of our workforce, you can do what you do best, every day. Learn more about our recruitment process.

Job Requisition ID: 2026-02894 Time Type: Full time Employee Group: Staff Job Category: Academic Administration Employment Type: Permanent Department: Facilities - Tool Crib and Key Control

Job Description: Job Description Primary Purpose The Client Services Support Coordinator provides administrative services, particularly in the key control and tool room units, to support overall departmental needs, contributing towards providing a safe and accessible, invitingly clean and comfortable, functionally-enriched and well- maintained campus environment through service excellence.

Key Control Duties

• Providing friendly, pleasant and efficient service while maintaining prescribed security standards
• Dealing effectively with all clients
• Safekeeping, issuance and retrieval of keys according to established procedures
• Maintaining the Key Control Information System including data entry, report generation and inventory checks
• Processing and monitoring lock requests
• Verifying, accuracy and proper authorization of key and lock requests
• Issuing keys to individuals as requested on the key permit by authorized personnel
• Understanding the reporting structure of all departments
• Verifying the accuracy of the information upon a return of key with the original key permit
• Following up with department to retrieve keys for permits that have exceeded the expiry date
• Verifying that new keys and key blanks are correct with the assistance of the locksmith
• Filing keys in appropriate drawers and securing drawers after hours
• Understanding the functions and relationships of many key systems on campus
• Understanding the Work Request system and the space file system to assist with key distribution to contractors working on campus
• Entering accurate information into Key Information database as transactions occur
• Verifying the data entry, daily, by comparing permit information with transaction listings
• Printing and distributing reports to the departments
• Being the first line of communication with clients regarding lock requests and lock changes
• Processing standard lock changes
• Determining if lock changes are accurate and properly authorized; departments have specific key code structures that apply to their areas and only a few authorized staff can issue these requests.
• Forwarding changes to the standard key code structure or additions to existing key codes to the Director of Business Operations in Plant Operations
• Distributing hardware prepared by locksmiths to external contractors
• Understanding existing electronic lock software and adapting to upgrades
• Understanding all the various types of locks and lock set functions on campus
• Being able to read construction drawings and hardware schedules
• Understanding the room numbering standards to help verify that space usage drawings for cylinder changes are up to date with the latest renovation changes
• Performing clerical functions of word processing, filing, telephone operation, and mail distribution related to this position

Storekeeping Duties

• Assisting supervisors in shops with utilization of the Access data base system for material and inventory management
• Dispatching personnel vehicles to pick-up and deliver personnel and material
• Communicating messages and instructions to maintenance personnel
• Issuing and receiving keys, tools, and equipment to service maintenance personnel
• Ordering, receiving and coordinating material flow between outside suppliers, other departments and Plant Operations in conformity with specifications and established policies and procedures
• Administering documents and paper flow including material withdrawals, purchase requisitions, blanket orders, purchase orders and invoices
• Maintaining a good rapport with all vendors to maintain quality service and products
• Keeping up to date with the latest equipment and tools and any new companies that have entered the market
• Knowing which equipment or tools are most reliable and price effective
• Using Microsoft Access database to track inventory and manage material flow
• Being knowledgeable with the existing Microsoft Access database
• Helping supervisors utilize the database and verifying the accuracy of the orders
• Being a source for information gathering from the system
• Matching purchases with work requests and extracting charge out information for the work request charge out procedure
• Fulfilling supervisors purchasing duties when they are absent
• Knowing the valid accounting values for all maintenance sections
• Interacting with Central Stores for deliveries
• Maintaining an established inventory of hardware, maintenance and safety supplies in the storeroom area for distribution to maintenance personnel
• Checking equipment (such as ladders, hard hats and safety harnesses) for safety concerns before issuing to personnel
• Verifying and returning first aid supplies when expiry dates have passed
• Dispatching personnel vehicles to pick-up and deliver maintenance personnel and material
• Resolving conflicts of schedules and personalities to minimize any interruptions in work productivity
• Receiving and relaying messages for personnel in the maintenance shops using telephone, paging and radio equipment
• Scheduling service vehicle use to off campus facilities such as School of Architecture in Cambridge
• Having painters and auto mechanics’ garments sent out for weekly cleaning
• Coordinating the window glass damage repairs for Housing with glass companies
• Relaying instructions from day custodians to the night shift for any cleanups not completed in the day
• Issuing and receiving keys, tools, and equipment for maintenance personnel
• Miscellaneous services provided include administering first aid and distributing first aid supplies when necessary, and ensuring that the photocopier and printer, located in the Storeroom area, are operational; opening the tool crib plus back door to the shops Providing friendly, pleasant and efficient service while maintaining prescribed security standards

Required Qualifications

• Relevant post-secondary education, or an equivalent combination of education and experience

Experience

• Several years of experience working in a warehouse and/or managing inventory
• Several years of experience in the area of shipping and receiving
• Demonstrated experience working with key control, management and distribution
• Experience working with MS Access based systems would be considered an asset
• Demonstrated experience working directly in a customer service role with a wide range of clients

Knowledge/Skills/Abilities

• Excellent interpersonal and communication skills
• Excellent computer skills
• Excellent customer service skills to work with a variety of people
• Ability to work under pressure in a fast-paced environment
• Demonstrate ability to create and deliver presentations using Microsoft PowerPoint
• Excellent organizational skills with high attention to detail
• Strong multi-tasking skills
• Warehouse and inventory management Purchasing, shipping and receiving skills are an asset
• Intermediate ability using the following programs: MS Word, Excel, Access, PowerPoint, Outlook, and Adobe Acrobat

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples.

Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River.

Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is coordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff.

The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees.

The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion.

As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities.

If you have any application, interview, or workplace accommodation requests, please contact Human Resources [e-mail] or 519-888-4567, ext. 45935.

At the University of Waterloo, we think differently, we act with purpose, and we work together.

We advance learning and knowledge through teaching, research, and scholarship, nationally and internationally, in an environment of free expression and enquiry.

We are a leading global research-intensive university, renowned for entrepreneurship and innovation, providing co-op and work-integrated learning at scale with impact.

Learn more about Waterloo

Internal candidates are reviewed first before external applicants are considered. Due to the volume of applications, only those selected for an interview will be contacted.