As the front office team, Jennifer and Laura handle more than most customers realize. On any given day that means responding to inquiries by phone and email, supporting order entry and tracking, processing certifications for military and industry-standard compliance, coordinating international shipments and documentation, and making sure the right questions get to the right people quickly. It's the kind of work that keeps everything moving, and it takes equal parts organization, deep product knowledge and genuine care for the people on the other end of the line.
Both bring years of customer service experience to their roles and operate the same way: listen first, get it right and don't let anything fall through the cracks. When a customer calls with a question about which sleeve or tool is right for their application, they stay with it, pulling in engineering or sales when the situation calls for deeper expertise and following through until the customer has what they need.
"I try to imagine myself as the customer. How would I feel if I was being communicated with in the way I see myself doing it? That keeps me focused on finding the most efficient way to help," said Jennifer.
That mindset carries through everything they do. Orders don't just move through a system at Nicopress—they move through people who are paying attention.
"Every order matters to the person who placed it. I want every customer who reaches out to feel confident that someone is genuinely paying attention and will follow through," said Laura.
Jennifer added, "There is an entire dedicated team working on a customer's order. That's something people don't always realize, and it's something we take seriously."
At a company built on precision and trust, that's not just a customer service philosophy. It's how Nicopress has done business for over a century. Jennifer and Laura are a big part of why it still works that way.
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